Lean Six Sigma applied to a Customer Services Process within a Commercial Finance Organisation – An Empirical Case Study
Dr Nuran Fraser, John Fraser

Abstract
This study explores the use of Lean Six Sigma methodologies and tools as applied to supply chains within a services environment. The approach taken was to examine a L6S project as run within a large American financial services conglomerate to understand how this has been applied. The project not only demonstrated the results achievable but also the business thinking presented some compelling findings. Although there are differences between the Lean and Six Sigma approaches as well as the difference between a manufacturing and services environment, there were also some key learnings demonstrated. Certainly some of the key issues uncovered is that clear objectives combined with accurately set parameters and data gathering aligned with stakeholder buy-in is key to the success of a project of this nature. The implications and strategy adopted by the services company are borne out with the results as outlined in this study and further supports the deployment of a carefully thought through L6S programme within services supply chains.

Full Text: PDF