[email protected] plenary session-i six sigma in service sector delivered by dr. p....
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PLENARY SESSION-I SIX SIGMA IN SERVICE
SECTOR
delivered by
Dr. P. Balasubramanian, Ph.D. Founder & CEO, Theme Work Analytics, Bangalore
& Entrepreneur in Residence at Purdue University, USA
at M.S.Ramaiah Institute of Technology, Bangalore on March 10, 2008
NATIONAL WORKSHOP ON INNOVATIVE QUALITY PRACTICES
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SIX SIGMA IN SERVICE SECTOR
Services Sector consists of
• Transportation, logistics and warehousing • Wholesale and Retail Distribution• Installation, Implementation and Maintenance
• Financial Services such as Banking and Insurance• Health Care• Hospitality and Tourism• Travel• Consulting Services• Information Technology Services• Media & Entertainment• Education & Training• Government Services such as RTO. Registrar of
PropertiesAnd more….
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SIX SIGMA IN SERVICE SECTOR
Distinguishing characteristics of Service Sector
• People intensive• Process intensive• Skill/Knowledge intensive
Hence Face the challenge of
• Motivation and retention of staff• Customer focus to maintain Performance and
Quality• Continuous Learning for Performance
Improvement• Knowledge sharing and knowledge management
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Six Sigma is a philosophy that underlies efforts to improve business performance and customer satisfaction– Using facts and data to eliminate waste and
variation– Eliminating activities that don’t add value
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Six Sigma is …
• a Statistical measure of performance
• an aspirational goal for quality• an approach and methodology for
continuous improvement of quality
Performance is also a dimension of quality !
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6 Sigma = 3.4 defects per million5 Sigma = 230 defects per million 4 Sigma = 6,210 defects per million3 Sigma = 66,800 defects per million 2 Sigma = 308,000 defects per million 1 Sigma = 690,000 defects per million
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There is no known or documented Service Organization that has reached the Six Sigma level of quality ( 3 defects in million deliveries) anywhere in the world except the Mumbai Dabbawallas.However Six Sigma Concepts and Methodology ,as a means to improve quality and Performance , are applicable in almost all organizations.
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Align Performance measures to Goals. Let PMs be measurable
Set benchmarks
Document As is Where is Processes
Choose appropriate paths for improvement
Implement, Monitor & Control
•Define the problem
•Measure current process capability
•Analyze root causes of variability
•Improve process capability
•Control to sustain improvements
SIX SIGMA IN SERVICE SECTOR
Six Sigma in action
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WORK IS WORSHIP
Tiffin basket’s weight:75-80 kgs.
SIX SIGMA IN SERVICE SECTOR
Nutan Mumbai Tiffin Box Suppliers Association
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Mumbai Dabbawallas (NMTBSA)
History : Started in 1890 Charitable trust : Registered in 1956 Avg. Literacy Rate : 8th Grade Schooling Total area coverage : 60 Kms to 70 Kms Employee Strength : 5000 Number of Tiffin's : 2,00,000 Tiffin Boxes
i.e 4,00,000 transactions every day. Time taken : 3 hrs
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The Flow Logic
Grant Road(12)
Churchgate(1-10)
Lower Parel(14)
2
3
7
4
5
6
Zones for destination
DistributionBy Carriersat lunchtimeTo offices
Point of AggregationAnd Sorting
C DB
A E
Collection from home
1
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Coding SystemVLP : Vile Parle (suburb
in Mumbai)
9EX12 : Code for Dabbawalas at Destination
EX : Express Towers (building name)
12 : Floor no.
E : Code for Dabbawala
at residential station
3 : Code for destination Station eg. Churchgate
Station (Nariman Point)
D’souza
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Zero % fuel Zero % investmentZero % modern technology Zero % Disputes99.9999% performance 100 % Customer Satisfaction
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Working of NMTBSA
Error Rate : 1 in 16 million transactions Six Sigma performance (99.999999) Technological Backup : Nil. Cost of service - Rs. 300/month ($ 6.00/month) Standard price for all (Weight, Distance, Space) Rs. 36 Cr. Turnover approx. [6000*12*5000=360000000 i.e Rs. 36 crore p.a.] “No strike” record as each one a share holder Earnings -5000 to 6000 p.m. Diwali bonus: one month’s from customers.
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SIX SIGMA IN SERVICE SECTOR
Retention
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Aravind Eye Hospital : Madurai
1. Process Mapping and Reengineering
2. Task specialization
3. Assembly Line set up
4. Young rural women recruited as paramedics
5. Rural Eye Camp is the source (1500)
SIX SIGMA IN SERVICE SECTOR: Indian Industries
Aravind US/UK Hospitals
Cost Per Operation in USD
50 to 100 2500 to 3000
Cost of IOL in USD 5 200
No.of operations per day average
800 ?
Capsule rupture & Vitreous loss
2.0 % 4.4 %
Corneal edema 8.0 % 9.0 %
Profitability Very good
anemic
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Embedding Six Sigma Concepts in e Business
Dell Direct reach to end customers .Elimination of the Accounts Receivable function. Met specific needs of each customer.
Amazon.com First Virtual Store with delivery functions. Inventory Aggregation
eBay Most successful market place for buyers and sellers to meet.Fair value determination of used and new goods.Buyer ,Seller assurance.
Hotmail First major product innovation in internet.Revolution in Marketing.
Bhoomi Pioneering use of internet in e Governance.Malpractices killer
ICICI Bank Internet as a channel defines the Market Segment & its Marketing Strategy
Air Deccan Agent less Sales leading to 20 % reduction in costs.Elimination of paper and paper work
e Business innovators
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Embedding Six Sigma Concepts in e Business
Challenges facing the e Business innovators. They need Six Sigma approach …
Issue
Innovator
Profitability Quality of Service
Market Growth
Service level Different-iation
Optimal mix
Dell
Amazon.com
e Bay
Hotmail
Bhoomi
ICICI Bank
Air Deccan
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1. Time taken to book a ticket
2. Timely departure
3. Over booking
4. Revenue realized per seat km
5. Safety
Bus, Train or Air travel
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SIX SIGMA IN SERVICE SECTOR
1. Wait time in the system
2. Time taken for a transaction
3. Channel flexibility
4. Timely alerts
5. Statement regularity
Banking Services
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SIX SIGMA IN SERVICE SECTOR
1. Defects per 1000 lines of source code
2. Cost of Quality
3. Developer, Tester Productivity
4. Cost and Time over-run
5. Recruitment Effectiveness
Software Services
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SIX SIGMA IN SERVICE SECTOR
1. Measure of Faculty Performance
Subject wise
Batch wise (Full time, Part time, Distance Learning)
2. Variance Reduction vs Mean score
3. Attendance impact
Education, Training Sector
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Can lead to rewriting business paradigms
Embedding Six Sigma Concepts in e Business
Do away with a complete function such as Accounts Receivable & collections Eliminate non value adding intermediaries Reduce finished goods inventory dramatically Meet the expectation of every customer Cross sell effectively Improve operational efficiency and effectiveness by leaps & bounds Reach current information swiftly to stakeholders for their optimal use Be a fair and impartial judge Improve transparency Reduce/ eliminate leakages
Study materials on the net, Examination & Assessment, Alumni Relationship Management are some key innovations in the Education Sector widely being adopted around the world.
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NATIONAL WORKSHOP ON INNOVATIVE QUALITY PRACTICES
SIX SIGMA IN SERVICE SECTOR
AcknowledgementAravind Eye Hospital Slides and Information from Dr. Aravind Srinivasan, Administrator www.iimb.ernet.in/~review/DOCUMENTS/Aravind.pdf
Dr. Usha Kim, MLOP ( Mid Level Ophthalmic personnel)www.aravind.org/education/coursedetails.asp?tmpcatcode=C000000091
Mumbai Dabbawalla Slides & information from www.geocities.com/hr_era/DabbawallasofMumbai.ppt
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NATIONAL WORKSHOP ON INNOVATIVE QUALITY PRACTICES
Thanks and Best Wishes
Dr.P.Balasubramanian
Founder and C.E.O.,
Theme Work Analytics,
Bangalore, India, 560 041
[email protected] Ph : 91 80 4121 4297
SIX SIGMA IN SERVICE SECTOR