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PRATIQUES LEAN ET SIX SIGMA - LEAN SIGMA IMPLEMENTATION

COMPLETE LEAN SIGMA PROGRAM FOR YOUR BUSINESS EN

NUMERAL ADVANCE, based in Paris (France), is a world leading consulting company in Lean and Six Sigma methodologies for business improvement in large scale companies (bank, telecom, real estate, aerospace…). Its leading position is the result of its participation at the ISO (International Standard Organization) working group that will release, between year 2010 and 2012, the Lean and Six Sigma standards.

In the hands of NUMERAL ADVANCE, Lean and Six Sigma will:

  • bring to you a world wide top level quality by permanently driving your deliveries to the target of a few defects per thousand or per million of opportunities, according to your customer expectations,
  • shorten your delay by simplifying your process,
  • monitor that your quality targets are reached with profitability (and not cost !),
  • decrease your general costs by an ongoing improvement processes.

Lean and Six Sigma are improvement methods based on DMAIC principles (Define, Measure, Analyse, Improve and Control) and they can perfectly merge with quality management system (QMS) such as ISO 9001 for general purpose or ISO 14001 for environmental management.

  Business quality criteria of Lean and Six Sigma 

  Before improvement 

  After improvement 

  Additional profit 

 Defects management (ppm for reliability)

25*

12

Less repairing

 Lead time (days for delay)

3

1

More customer

 Cash management ($)

3

7

More cash in

 Cost management (% of gross revenue)

6%

3,5%

Less cost

Numbers are given as example.

How does it work?

Three steps in deploying Lean and Six Sigma:

First step: operation and customer relation management

This is implementing Lean and Six Sigma to your customer Hot Line or Service Desk, at a first step, than to your sales forces activities, at a following step.

                   

How to practice?

  • Open a Website with your company description and the catalog,
  • Include on the Website a mail address for customer relation,
  • Perform a diagnostic of your business and quality level (before improvement),
  • Choose your quality criteria for business improvement (delay, first call answer, tracking…),
  • Deploy the request handling, incident and urgency management processes,

At this step, you shall fulfil the following table:

   Business quality criteria of Lean and Six Sigma  

   Before improvement  

  Defects management (ppm)

25*

  Lead time (days)

3

Second step: support, resources and technical management

Your hot line and your sales forces need administrative, technical and marketing support to be efficient. This support is coming from your middle and back office organisation (technical, design, development, logistic, delivery, sales administration…). Lean and Six Sigma methods will speed up exchanges between technical expertise and customer relationship, between financial control and sales / marketing…              

                             

How to practice?

Describe in documentation your main processes to support your customer relation:

  • SLA (Service Level Agreement) management,
  • Customer quality plan management,
  • Corrective and preventive actions management,
  • Availability and capacity management,
  • Infrastructure management,
  • Others…

Then, from your back office processes, you can make an improvement plan for your customer relations (after improvement):

At this step, you should fulfil the following table:

   Business quality criteria of Lean and Six Sigma  

   Before improvement  

   After improvement  

  Defects management (ppm)

25*

12

  Lead time (days)

3

1

Third step: monitoring and governance management

To manage the short term (operation and front office) and medium term activities (support, technical resource…) you need to define a policy and some objectives, and than to monitor and report in order to reach these objectives.

Plus it is important to integrate the progress actions into financial objectives.

Again at this step Lean and Six Sigma will help you to drive your key factors to your business targets.

                             

How to practice?

Plan a business improvement program in five steps:

  1. How many new customers and how many customers re ordering,
  2. How much decrease in the number of defects?
  3. How much decrease in time delivery?
  4. Cash in improvement,
  5. Costs decrease.

Deploy the processes for monitoring your business improvement program:

  • Financial management,
  • Risk management,
  • Human resource management,
  • Project and process management.

At this last step, you are able to fulfil the whole table:

   Business quality criteria of Lean and Six Sigma  

   Before improvement  

   After improvement  

   Additional profit  

  Defects management (ppm)

25*

12

Less repairing

  Lead time (days)

3

1

More customer

  Cash management ($)

3

7

More cash in

  Cost management (% of gross revenue)

6%

3,5%

Less cost

How to start:

The first step is to start with a diagnostic about your improvement process. First, plan a diagnostic on your operations, then on your support and resources management.

What were your business objectives six month ago and how did you monitor their improvement?

On your operations, the question is: what is the business improvement of your Hot Line or your Service Desk over the past six month?

To accomplish the diagnostic, use our questionnaires. You can upload them from our Website.

NUMERAL ADVANCE offer:

All support available to build up a business improvement program based on Lean Sigma principles with:

  • support for implementing the program,
  • a website management,
  • outsourcing a customer relation management,
  • delivering templates for customer relation processes,
  • delivering templates for back office processes management
  • support to establish realistic business objectives (benchmark),
  • training on Lean and Six Sigma principles and methods
  • new business development,
  • international business development.