LEAN SIX SIGMA in SERVICE © 2009 by Taylor & Francis Group, LLC LEAN SIX SIGMA in SERVICE Sandra L. Furterer Boca Raton London New York CRC Press is an imprint of the Taylor & Francis Group, an informa business © 2009 by Taylor & Francis Group, LLC CRC Press Taylor & Francis Group 6000 Broken Sound Parkway NW, Suite 300 Boca Raton, FL 33487-2742 © 2009 by Taylor & Francis Group, LLC CRC Press is an imprint of Taylor & Francis Group, an Informa business No claim to original U. Government works Printed in the United States of America on acid-free paper 10 9 8 7 6 5 4 3 2 1 International Standard Book Number-13: 978-1-4200-7888-6 (Hardcover) This book contains information obtained from authentic and highly regarded sources. Reasonable efforts have been made to publish reliable data and information, but the author and publisher can- not assume responsibility for the validity of all materials or the consequences of their use.
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Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe. Library of Congress Cataloging-in-Publication Data Furterer, Sandra L. Lean Six sigma in service : applications and case studies / Sandra L. Includes bibliographical references and index.
Quality control--Statistical methods.5’62--dc22 2008048130 Visit the Taylor & Francis Web site at http://www.com and the CRC Press Web site at http://www.com © 2009 by Taylor & Francis Group, LLC Contents Preface. xiii Chapter 1 Instructional Strategies for Using This Book. Furterer Chapter 2 Lean Six Sigma Roadmap Overview. Furterer Chapter 3 Design for Six Sigma Roadmap Overview.
Furterer Chapter 4 Sunshine High School Discipline Process Improvement— A Lean Six Sigma Case Study. 73 Marcela Bernardinez, Khalid Buradha, Kevin Cochie, Jose Saenz, and Sandra L. Furterer Chapter 5 Financial Services Improvement in City Government—A Lean Six Sigma Case Study. Furterer Chapter 6 Industrial Distribution and Logistics (IDIS) Program Recruiting Process Design—A Lean Six Sigma Case Study.207 Blake Hussion, Stefan McMurray, Parker Rowe, Matt Smith, and Sandra L.
Furterer Chapter 7 CECS Inventory and Asset Management Process Improvement—A Lean Six Sigma Case Study. 253 Felix Martinez, Varshini Gopal, Amol Shah, Robert Beaver, Russ D’Angelo, Miguel Torrejon, and Sandra L. Furterer v © 2009 by Taylor & Francis Group, LLC vi Contents Chapter 8 High School Advanced Placement Open Access Process Assessment—A Lean Six Sigma Case Study. 319 Marcela Bernardinez, Ethling Hernandez, Lawrence Lanos, Ariel Lazarus, Felix Martinez, and Sandra L.
Furterer Chapter 9 Project Charter Review Process Design—A Design for Six Sigma Case Study. Furterer Chapter 10 Assessing Lean Six Sigma Project Success—A Case Study Applying a Lean Six Sigma Post Project Assessment Strategy. Furterer Chapter 11 The Future and Challenge of Lean Six Sigma. Furterer Appendix A: Financial Process Flows.
451 Appendix B: Cost Benefit Analysis. 459 © 2009 by Taylor & Francis Group, LLC Preface This book grew out of the need for my students to better understand how to apply and integrate the many tools of the Lean and Six Sigma methodologies and toolkits. As the breadth of tools has increased across the integrated Lean Six Sigma methodology, I found that my students struggled not with applying individual tools, but how they would integrate the suite of tools to make sense of an unstructured problem, and ensure that they focused on what was critical to the customers. It is critical that the team that applies Lean Six Sigma is able to show improvement against the metrics that assess our customers’ satisfaction.
This book would not be possible without the enthusiasm, dedication, commit- ment, energy, and quest for learning that all my Lean Six Sigma students exhibit. My goal as author and editor of the Lean Six Sigma case book is to provide the learner with an understanding of how others applied Lean Six Sigma and a guide for how they might solve their organization’s problems by applying Lean Six Sigma. The case study data used in this book may be downloaded from the publisher’s website at http://www.com/e_products/downloads/download.asp?cat_ no=78887. This data is an invaluable educational tool that will enhance the stu- dents’ learning by working with the actual data that the Lean Six Sigma team members used to solve the real world problems discussed in this book.
vii © 2009 by Taylor & Francis Group, LLC Acknowledgments My thanks and appreciation goes to my students who worked diligently on the Lean Six Sigma projects during the courses that I taught at the University of Central Florida (UCF), including Total Quality Improvement, and Seminar in Advanced Industrial Engineering Lean Six Sigma Application; and my students at East Carolina University in my Quality Assurance course. I am extremely grateful to my advisor, Ahmad Elshennawy, UCF, for his guidance in my PhD program and mentoring in the Quality field. I am also grateful to Grace Duffy and Frank Voehl who mentored me in the ASQ Community Good Works program, a joint venture with the American Society for Quality (Orlando chapter) and the UCF’s Department of Industrial Engineering (spearheaded by Dr. I also thank Frank Voehl for his Master Black Belt assistance in providing Six Sigma certification through the Harrington Institute, Inc.
for my students at UCF. Thanks also to David Collins, who embraced the concepts of Six Sigma in the city where he was finance director, allowing me to make significant change happen. My special appreciation goes to my students who were so enthusiastically engaged in the Lean Six Sigma projects that became the case studies in this book: Amol Shah, Ariel Lazarus, Blake Hussion, Ethling Hernandez, Felix Martinez, Jose Saenz, Kevin Cochie, Khalid Buradha, Lawrence Lanos, Marcela Bernardinez, Matt Smith, Miguel Torrejon, Parker Rowe, Robert Beaver, Russ D’Angelo, Stefan McMurray, and Varshini Gopal. My thanks and appreciation to the Six Sigma Black Belts who mentored my students on other Lean Six Sigma projects during my courses: Ala Battikhi, Alain Gaumier (late), Grace Duffy, Richard E.
Biehl, Richard Matthews, Mike Kirchner, and Rosida Coowar. To my Lean Six Sigma project champions and sponsors, whose commitment is so vital to making Lean Six Sigma happen: David Christiansen, David Collins, Debra Reinhart, Jose Murphy, Leslie Pagliari, Isa Nahmens, and Mark Angolia. Special thanks go to several people for their contributions to the development and production of the book at Taylor & Francis Group, including Cindy Renee Carelli (senior editor) and Jill Jurgensen (project coordinator), Richard Tressider (project editor), and Srikanth Gopaalan (project manager) from Datapage. Special thanks also go to my brother Dan Brumback who has, and who continues to provide mentoring and guidance to me throughout my life, and who provided feedback and editing of this book, along with his wife Elizabeth.
I also want to thank my sister Kathy Bauman, and brothers Tim and Neil Brumback, who through their competitive natures spurred me to achieve. I dedicate this book to my husband Dan and my children Kelly, Erik, and Zachary, who provide purpose in my life. My husband Dan has enabled me to reach so many of my dreams through his constant encouragement and support. My children provide the incentive for me to strive for excellence to be a guiding example for their lives.
I also dedicate this book to my parents, Joan and the late Mel Brumback, who instilled in me the value of education and a lifelong love of books and learning. ix © 2009 by Taylor & Francis Group, LLC Editor Sandra L. Furterer, PhD, CSSBB, MBB, CQE, is currently an operational per- formance analyst with Holy Cross Hospital in Ft. Lauderdale, Florida, where she leads their Six Sigma process improvement effort.
She also serves as adjunct fac- ulty in the masters of science program at Southern Polytechnic State University in Marietta, Georgia. Previously, she was a business architect and Master Black Belt with the Information Systems Division, Enterprise Architecture Team at Wal-Mart Stores Inc. There she led the business architecture team in the retail systems devel- opment area, implementing best practices to achieve operational excellence in infor- mation systems application development processes. Furterer received her PhD in industrial engineering with a specialization in quality engineering from the University of Central Florida in 2004.
Furterer developed a state-of-the-art framework and roadmap for integrating Lean and Six Sigma methodologies for service industries and implemented the framework in a local government’s financial services department. She received an MBA from Xavier University, and a bachelor and master of science in industrial and systems engineer- ing from The Ohio State University. She was an assistant professor in the Industrial Distribution and Logistics program at East Carolina University from 2006 to 2007. She was a visiting assistant professor and assistant department chair in the Industrial Engineering and Management Systems Department at the University of Central Florida from 2004 to 2006.
Furterer has more than 18 years of experience in business process and qual- ity improvements. She is an ASQ-Certified Six Sigma Black Belt, Certified Quality Engineer, and a certified Harrington Institute Master Black Belt. An experienced consultant, Dr. Furterer has facilitated and implemented quality, statistics, and pro- cess improvement projects, using Six Sigma and Lean principles and tools.
She has helped Fortune 100 companies, local government, and nonprofit organizations streamline their processes and implement information systems. Furterer has published and/or presented 20 conference papers/proceedings in the areas of Lean Six Sigma, quality, operational excellence and engineering education. She is a senior member of the Institute of Industrial Engineers, a senior member in the American Society for Quality, a member of the American Society for Engineering Management and a member of the American Society for Engineering Education. Furterer lives in Coral Springs, Florida with her husband and three children.
xi © 2009 by Taylor & Francis Group, LLC Contributors Robert Beaver Varshini Gopal Industrial Engineering and Industrial Engineering and Management Systems Management Systems University of Central Florida University of Central Florida Orlando, Florida Orlando, Florida Marcela Bernardinez Ethling Hernandez Industrial Engineering and Industrial Engineering and Management Systems Management Systems University of Central Florida University of Central Florida Orlando, Florida Orlando, Florida Khalid Buradha Blake Hussion Industrial Engineering and Industrial Distribution and Logistics Management Systems East Carolina University University of Central Florida Greenville, North Carolina Orlando, Florida Lawrence Lanos Industrial Engineering and Kevin Cochie Management Systems Industrial Engineering and University of Central Florida Management Systems Orlando, Florida University of Central Florida Orlando, Florida Ariel Lazarus Industrial Engineering and Russ D’Angelo Management Systems Industrial Engineering and University of Central Florida Management Systems Orlando, Florida University of Central Florida Orlando, Florida Felix Martinez Industrial Engineering and Sandra L.