Title: Reduction in call handling time in transportation service industry using lean Six Sigma DMAIC methodology

Authors: Ritesh Adhyapak; Abin Baby; Sobhan Koppuravuri

Addresses: University at Buffalo, The State University of New York, Buffalo, NY 14260, USA ' University at Buffalo, The State University of New York, Buffalo, NY 14260, USA ' University at Buffalo, The State University of New York, Buffalo, NY 14260, USA

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.

Keywords: DMAIC; transportation; Six Sigma; voice of customer; VOC; cause and effect; brainstorming.

DOI: 10.1504/IJPQM.2019.101495

International Journal of Productivity and Quality Management, 2019 Vol.27 No.3, pp.352 - 368

Received: 06 Mar 2018
Accepted: 12 Jul 2018
Published online: 11 Aug 2019 *

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