Service Process Improvement Through VSM of Lean Six Sigma: A Case Study

Vathsala Wickramasinghe () and Prasanna Illankoon
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Vathsala Wickramasinghe: University of Moratuwa
Prasanna Illankoon: University of Moratuwa

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Abstract: The paper presents a case study where value stream mapping (VSM) is applied to improve factory-floor employees' performance management process (PMP) in the manufacturing context. The objectives were to 1) understand the PMP of the factory-floor employees, and 2) apply the VSM to improve their PMP. The present study a) identifies value from customers' perspective, b) maps PMP along with its subprocesses, c) analyses waste with the intention of minimization, d) adopts a pull approach to fulfil customers' demands, and e) proposes avenues for perfection. The study showed that notable efficiency improvements can be achieved even by SMEs from the application of VSM and DMAIC (define-measure-analyze-improve-control).

Keywords: Process analysis; Industrial engineering; value stream mapping in service organizations; Operational efficiency; Workflow improvement; Process optimization; Service process improvement; Production and operations management; operations management; waste reduction; value stream mapping; Lean Six Sigma in services (search for similar items in EconPapers)
Date: 2025
Note: View the original document on HAL open archive server: https://hal.science/hal-05482861v1
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Published in 2025 Moratuwa Engineering Research Conference (MERCon), University of Moratuwa, 2025, Moratuwa, Sri Lanka. pp.25 - 30, ⟨10.1109/mercon67903.2025.11217077⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05482861

DOI: 10.1109/mercon67903.2025.11217077

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