In
the readings for this week, the most discussed aspect about Six Sigma and Lean
Management techniques was how the attention to detail and standardization helps
to make operations more efficient and less expensive. Employees are encouraged
to be constantly improving the process and managers help to foster this growth.
But how do these lean management techniques help to add more value to the
customer? How can lean operations and efficiency lead a company in a way that
helps guide this process?
Many
industries are now using lean operations by providing what the customer really
wants in the most efficient way.[1]
In the retail-banking world, the conversion of paper checks and credit card
slips is extremely beneficial for customers. While it definitely helps companies
to save total time spent on these transactions and thereby decreasing the cost,
more efficient and fast services are ideal for a banking customer.[2]
With the advent of mobile check deposits, it not only helps to standardize
processes and save resources in the industry, but also allows a customer to use
funds from their latest paycheck the next business day without the hassle of
having to physically go to a bank branch.
The
airline industry focuses on issues like global distance, in-flight service, and
safety. An industry that is marked by changes when they are necessary (i.e.
policy changes due to airline crashes), the Toyota model attention to
operations should be the next step according to McKinsey.[3]
The more mundane operations here that customers see as inefficiency is baggage
claim, waiting at the gate to board, and even waiting for an airplane to reach
a gate after landing. Because flying has become much more available to the
general public, customers are no longer impressed simply with their experience
on board. These other issues actually lead to less than satisfactory
experiences. One example given in a McKinsey Quarterly report that could be
exposed to lean management techniques is the handling of passengers when they
check in.3 While most would be routine passengers, there could be
segmentation based on historical data that sheds light on passenger
preferences, arrival times, and employee efficiency. Similar to process flows in
a hospital setting that try to combat wait time, the airline industry could
push their efforts to make the customer experience more efficient.
Disney
is world renowned for their customer service and similar to other industries
that work tirelessly to ensure their products are consistently of high quality,
this company has used consumer behavior to drive efficiency in their operations
of another sort in their parks. Disney has tailored the behavior of their park
employees to better match the expected mood of a customer throughout the day.
During the morning, the employees have an inspirational attitude to help
customers become excited about their experience at the park. Alternatively, the
afternoon attitude on behalf of the employees reflects the more tired nature of
both the adults and children. They are calmer and comforting to the visitors.1
While these management techniques are not typical of an engineering setting,
they still help to reduce waste and provide more value to the customer.
This
week’s readings showcased the importance of standardization and lean management
to higher quality operations and output. The question to ask is once companies
implement these lean techniques to better their operations, how can they take
it a step further by keeping the consumer in mind? A consumer driven world is
inevitable, as access to products becomes easier for people from all reaches of
the world. How can lean management techniques help foster this growth?
No comments:
Post a Comment
Note: Only a member of this blog may post a comment.