Services Repair Optimization in a Subcontractor Company Applying Lean- 6 Sigma

Abstract

Abstract ⎯ Increasing competition between industries forced their services to expand to other countries out of their territorial limits. Job cost, planning and quality are the keys to success. This project measured, identified and analyzed the offered services of a subcontractor company to understand and minimize the errors in their process. Also, it includes the control of the margin of profits in each of the different services that it realizes. Also, new procedures will be recommended. The critical incident technique is particularly well-suited to measure perceived service quality because of characteristics common to all services. Services are basically intangible. Thus, the use of Lean Manufacturing in the service departments to obtain: potential for tremendous improvement, improved quality, shorter lead time, Lower cost, higher flexibility and higher degree of job satisfaction. Lean Six Sigma methodologies were applied in the service repair process to identify the wastes, and increased the yield of the process. Key Terms ⎯ Lean Six Sigma Methodology Continues Improvement Process, Service Quality, and Service Industry.