Hair Salon Process Improvement: A Lean Six Sigma Application to Service Industry

Abstract

Abstract - In this project the waiting elapsed time of a customer will be analyzed and standardized to reduce or eliminate this time. The main objective of this project is to keep customer waiting time within 0 to 15 minutes. Due to the lack of historic data to determine the past waiting time, a Voice of Customer (VOC), from a customer point of view, was made using 40 people sample. The results showed that the main two issues were parking availability and waiting time. In this project, DMAIC Lean Six Sigma Tools were used in the process time of the services offered by four stylists to determine the average time of each service and standardize them. As a result, the customer waiting more than 30 minutes decreased by 100%. The people waiting within the range of 15<30 minutes decreased by 13% and those within range of 0<15 minutes increased by 92%. Key Terms - DMAIC, Service Failure, Service Time Standardization, Six Sigma.