Reduction in call handling time in transportation service industry using lean Six Sigma DMAIC methodology
by Ritesh Adhyapak; Abin Baby; Sobhan Koppuravuri
International Journal of Productivity and Quality Management (IJPQM), Vol. 27, No. 3, 2019

Abstract: The paper reviews the use of DMAIC six sigma methodology in a selected transportation cab service industry to improve customer satisfaction levels. The DMAIC comprises of five phases define, measure, analyse, improve and control. Various tools were used in the five phases starting with the voice of customer (VOC) matrix and project charter. Cause and effect diagram was used to find out the potential factors behind the high waiting time. Brainstorming sessions were also conducted to get a better sense of the high call handling time and suggestions were put forth to improve them. SMED analysis was also done to gauge the different changeover elements in the company. The average queue length for the 1st shift came down to 3.6 from 4.433 resulting in an estimated annual profit of $29250 annually.

Online publication date: Sun, 11-Aug-2019

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Productivity and Quality Management (IJPQM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com