Study On Service Management Improvement By Lean Six Sigma

Motorola improved its quality and reduced the cost by using the Six Sigma, and then won the United States Letitia Baldrige Award. This made Six Sigma famous all over the world. Originating from Toyota, Lean Production complements with Six Sigma by removing waste and reinforcing value flow. So the Lean Six Sigma becomes a powerful tool to improve competitiveness which can improve the quality and speed at the same time.As Lean Six Sigma brings success in manufacturing industry, many service companies begin to improve their service quality by Lean Six Sigma. This paper analyzes the theory and practice of how to apply Lean Six Sigma in the service industry.Chinese banking industry is facing increasingly fierce competitions with competitors not only from foreign banks, but also from internet finance. So how to improve quality and speed up the transformation with no cost rise is a big challenge to the banks. Financial institutions such as Bank of American and City Bank have carried out Lean Six Sigma to improve service for many years. This of course is a good reference for Chinese Banks.Starting with the Lean Six Sigma theory and its origin, this paper summarizes the challenges of commercial banks in China and stated why the implementation of Lean Six Sigma in service industry is necessary. Then this paper explained the key points and tools of DMAIC. Based on the DMAIC model and also by analyzing the present bank services, this paper tried to form the model of Cycling improvement, so-called VDMAIC.Based on the data of Bank A, this paper conducted a study on customers' complains and remittance operation, found out customer needs and company strategic targets are also very important in adopting Lean Six Sigma to improve the bank service quality. At last, the bank is suggested to form a standardized documentation system to guide the future service processes.