MPH_SOMA Operations Management
Service Improvement
Where Do You Stand In Data & Analytics Maturity Level?
Feybi Ariani Goni, M.IT., Ph.D.
Assistant Professor
Mail Room 539, Lipová 507/41a, 602 00 Brno
E-mail Feybi.Ariani.Goni@econ.muni.cz
Tel +420 778790553

Learning Goals
•To understand the importance of service improvement
•To explore different service improvement methodologies
•To learn how to implement service improvement initiatives
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•What is Service Improvement?



•Key components of service Improvement?



•Service improvement methodologies



•What are the examples of service improvement across industries?



•Service Improvement methodologies



•Key principles of Lean Management



•Key principles of Lean Management



•Service Improvement methodologies
Back to Basics: Six Sigma | 2018-01-01 | Quality Magazine


•Key principles of Six Sigma



•Core concepts of Six Sigma



•Phases in Six Sigma
Back to Basics: Six Sigma | 2018-01-01 | Quality Magazine


•Key differences between Lean Management and Six Sigma
Lean Management
Six Sigma
Focus
Waste reduction and efficiency improvement
Quality improvement and defect reduction
Methodology
Emphasizes process optimization through waste elimination and continuous improvement (Kaizen)
Employs statistical analysis and data-driven approaches to identify and eliminate root causes of
defects
Tools and techniques
Value Stream Mapping and Kanban are geared towards process flow and waste reduction
Statistical Process Control (SPC) and Design of Experiments (DOE) are used for statistical analysis
and problem-solving
Applicability
Applicable to a wide range of industries beyond manufacturing
Widely adopted across various sectors but often initially associated with manufacturing
Goals
Enhance efficiency and flow
Achieve consistent quality and process performance

•Implementation strategies of service improvement



•Challenges of implementing service improvement



•Key success factors of implementing service improvement