Exploring the added value of Modelling and Simulation in Lean Six Sigma projects - Formulating an extended DMAIC framework that manages service related challenges in Lean Six Sigma projects based on a triple case study at KPN

Exploring the added value of Modelling and Simulation in Lean Six Sigma projects - Formulating an extended DMAIC framework that manages service related challenges in Lean Six Sigma projects based on a triple case study at KPN

Zielhorst, J.M.A.

Verbraeck, A. (mentor)
Van Splunter, S. (mentor)
Lukszo, Z. (mentor)
Witteman, M. (mentor)
Beijer, P. (mentor)

Technology, Policy and Management

Systems Engineering

Industry

2013-06-21

Lean Six Sigma (LSS) is a quality management technique that is widely applied to optimize business processes. Although developed to improve manufacturing processes, LSS is increasingly applied in service related industries. The processes in service related industries significantly differ from physical manufacturing processes in content, physical appearance and dynamics. Literature indicates that service processes are defined by intangibility, heterogeneity, inseparability. As a consequence, the order penetration point of these processes is typically very late, which makes service processes unusually complex and dynamic. Literature study and case study analysis exposed the inherent technical and organizational limitations of LSS when applied to service processes. Based on these findings, it can be concluded that, under specific conditions, Discrete Event Simulation and System Dynamics are more suitable than the traditional black box modelling techniques normally used in LSS. This thesis provides a validated framework that integrates DMAIC and Modelling and Simulation and shows how and when to apply it. Further research could be done on the applicability of this framework in other service related companies and on the role of M&S in the control phase of DMAIC.

Telecommunication
Lean Six Sigma
Modelling and Simulation
Framework construction
Process optimization

http://resolver.tudelft.nl/uuid:775ccfdf-2b4c-4dc6-8575-a76770f682a2

2014-06-22

Campus only

Student theses

master thesis

(c) 2013 Zielhorst, J.M.A.