Case Study - Six Sigma Implementation

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1 Deutsche Post World Net Case Study - Six Sigma Implementation DHL Global Forwarding CO - Adherence to Specification Leadership By: Catalina Saldarriaga - Initiative Owner, Fabiola Rincón-Santamaría - Initiative Champion, Team Members: Juliana Gomez, Andres Lopez, Erley Carvajal, Sofia Pulgarin, Paula Gordillo Abstract This is a case study of how Six Sigma, using the DMAIC improvement methodology, can be applied in a service environment. It is based on an Import Air Freight Process done by 41 nationwide staff for DHL Global Forwarding in Colombia. After identifying the specifications from the customers, current steps were mapped in parallel to the data collection by each process owner. After having data and process analyzed, identifying the value added and business value of the process and designed a new process, evidence shows that process went further than customers needs with a positive improvement and 64% reduction in the process involved. This case shows how the mission to become a Six Sigma company would drive improvement projects from the key customer specification, mapped step-by-step to the DMAIC methodology improvement, showing an important financial reduction up to USD160K per year without any investment, other than people training in Six Sigma. Introduction For service companies, the most important thing is customer satisfaction. Deutsche Post World Net defined the objective to become the number one option for their clients and employees, as part of its growing up corporative strategy for 2006-2009. In May 2007 a survey was made for DHL Global Forwarding Colombia clients, with the aim of determining and qualifying their touch points. Under the continued improvement program First Choice, managers selected between others, the initiative Adherence to Specifications to start with. Results obtained in a

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