Edotco
Lean Six Sigma for Service Excellence
August 2019
Lean Six Sigma for Service Excellence
About The Course:
The Lean Six Sigma for Service Excellence course is designed to help organizations improve service quality, reduce process inefficiencies, eliminate waste, and enhance customer satisfaction. The course combines Lean principles for improving process flow and eliminating non-value-added activities with Six Sigma methodologies for reducing process variation, errors, and service defects. Participants will learn how to apply the DMAIC methodology—Define, Measure, Analyze, Improve, and Control—to identify service improvement opportunities, analyze process performance, determine root causes, and implement sustainable solutions. The course also covers practical Lean Six Sigma tools and techniques for service process mapping, waste identification, data analysis, problem solving, and performance improvement. Through practical examples, service-based case studies, interactive discussions, and hands-on exercises, participants will develop the skills needed to improve service processes, optimize resources, reduce turnaround time, and deliver consistent, high-quality customer experiences. This course is suitable for managers, supervisors, team leaders, quality professionals, service professionals, process improvement teams, and anyone involved in improving service quality, operational efficiency, and customer experience.
Benifits:
✅ Master Lean Six Sigma Principles & DMAIC Methodology ✅ Identify & Eliminate Waste in Service Processes ✅ Improve Service Quality & Customer Satisfaction ✅ Reduce Process Variation, Errors & Service Defects ✅ Analyze Service Processes & Identify Root Causes ✅ Reduce Process Delays & Improve Turnaround Time ✅ Optimize Resources & Improve Operational Efficiency ✅ Sustain Service Improvements with Effective Controls
Training Topic:
Module 1: Introduction to Lean Six Sigma for Service Excellence
- Lean Six Sigma Concepts & Principles
- Lean Thinking in Service Organizations
- Six Sigma & Service Quality
- Roles & Responsibilities in Service Improvement
Module 2: Define Phase – Identify Service Improvement Opportunities
- Identifying Service Problems & Improvement Opportunities
- Voice of Customer (VOC)
- SIPOC & Service Process Mapping
- Project Charter & Critical to Quality (CTQ)
Module 3: Measure Phase – Measuring Service Performance
- Service Process Measurement
- Data Collection & Sampling
- Types of Service Data
- Baseline Performance & Process Metrics
Module 4: Analyze Phase – Identifying Root Causes
- Service Process Analysis
- Pareto Analysis & Cause-and-Effect Diagram
- Root Cause Analysis & 5 Why
- Identifying Process Variation & Bottlenecks
Module 5: Improve Phase – Optimizing Service Processes
- Solution Generation & Evaluation
- Service Waste Identification & Elimination
- Process Simplification & Optimization
- Pilot Testing & Improvement Implementation
Module 6: Control Phase – Sustaining Service Excellence
- Control Plans & Standardization
- Service Performance Monitoring
- Control Charts & Process Control
- Sustaining Continuous Improvement
Module 7: Lean Tools for Service Excellence
- 5S & Visual Management
- Value Stream Mapping (VSM)
- Kaizen & Continuous Improvement
- Standard Work & Poka-Yoke
Module 8: Service Quality & Customer Experience
- Customer Requirements & Expectations
- Customer Satisfaction Measurement
- Service Quality Improvement
- Complaint & Feedback Management
Module 9: Service Performance & Process Improvement
- Key Performance Indicators (KPIs)
- Turnaround Time & Process Efficiency
- Error, Defect & Rework Reduction
- Performance Monitoring & Reporting
Module 10: Practical Service Improvement Project
- Real-World Service Process Case Study
- DMAIC Application to a Service Process
- Developing a Service Improvement Action Plan
- Final Project Presentation & Review
Overview
- A leading telecommunications infrastructure company providing tower and related infrastructure services across multiple Asian markets.
- Supports mobile network operators through the development, management, and sharing of telecommunications infrastructure.
- Focuses on operational efficiency, infrastructure reliability, service quality, and sustainable network support.
Challenge
Evaluate and improve telecom infrastructure service processes in order to reduce operational delays, eliminate process inefficiencies, optimize resource utilization, improve service quality, and enhance customer satisfaction through Lean Six Sigma practices.
Canada
135 Fenelon Drive
North York ON M3A 3K7, Canada
North America, USA
421 N Brookhurst St,
Suite 219, Anaheim, CA 92801
South Asia, Bangladesh
House - 520 (Ground Floor), Road - 10
Baridhara DOHS. Dhaka - 1206, Bangladesh