Six Sigma Case Study:
The pieces vary in size and complexity from postcards and letters to magazines and boxes.
Folding the piece Inserting the piece into an envelope or tabbing the piece Preparing and de-duping one or more mailing lists Printing a label on each piece Putting postage or a bulk mail indicia on each piece Organizing the mail into trays for the post office Creating the paperwork required by the USPS Delivering the mail to the bulk mail post office And a host of related activities Case Study Problem One mail house encountered a disastrous error.
An incorrect file was used to prepare half of a mailing. The error wasn't discovered until after the piece had been mailed. To correct the mistake, the mail house had to pay for reprinting and all associated costs of mailing the piece with the correct file.
And they had to buy another copy of the list they had mistakenly used. Whenever there's an event like this one, you can jump right into cause-effect analysis.
Emailed Lists Most mail houses receive files electronically via email. In this case, thousands of files had built up in the attachments folder. It often took several minutes to open the folder because it was so full. There were two with almost identical names, so the list manager picked up the wrong file.
S was used instead of S Root Cause 1: Picked wrong file because of similar file names in crowded folder. Hand written instructions on work orders Root Cause 3: The list manager noticed that the file only contained half the expected number of names, but didn't investigate.
The production people also noticed that there were only half the names, brought it up with the supervisor, but didn't investigate. There were several opportunities to prevent the error, but no one followed up. Case Study Solution The goal of any solution is to prevent the problem from ever happening again.
I kept asking the team members: Since every job is assigned a work order number. The improved process involved inserting the work order number in front of the emailed list name.
S became "WO S". This way all files associated with a work order would automatically be sorted together.
These files were then saved in folders labeled Jan03, Feb03, etc. The mail house also realized that labeling everything with the work order number would be a good idea. So boxes and pallets of printed mail pieces began to be labeled with florescent labels showing the work order number, date received, and an expiration date for recycling.
Instructions for each work order were typed and emailed to the list manager and production manager. Although initially considered to be slower, this process became faster and more accurate than hand written notes. Short Term Pain for Long Term Gain As a result of this analysis, which took about two hours and the implementation which took another couple of hours, no additional disastrous errors have occurred.
And errors overall are down. Errors in the paperwork required by the USPS are almost non-existent. Productivity has climbed to over one million pieces per day for the first time ever.
When asked about the process, everyone agreed that the analysis was painful, but short lived.Case study analysis of Six Sigma implementation inservice organisations. Kay Chuan Tan, (),"Case study analysis of Six Sigma implementation in service magazines, conference.
Home» QI Macros Tips» Mail House Six Sigma. Six Sigma Case Study Root Cause Analysis at a Direct Mail House. Mail houses take a customer's printed mailing piece and get it .
Using Six Sigma tools and hypothetical data, this case study tests the approach and results to gauge poor service from excellent service delivery. The MS approach is highly applicable as a balanced scorecard parameter to measure delivery within service centers. Case study in Six Sigma methodology: Manufacturing quality improvement and guidance for managers are implementing or planning to deploy Six Sigma, research and case studies of Six Sigma. A case study describing how a process was digitized (converting paper documents into electronic documents) to produce fewer defects through the use of Six Sigma tools.
Download Case Study in PDF Format Challenge: Pallet Storage and Case Order Picking at 1st tier DC Due to their success and growth, Sigma determined the need for a new distribution center to support a number of smaller, second tier distribution centers. Process Improvement Case Studies. Process Improvement Projects; Lean Projects and this is presented as a two-part case study.
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