Service process improvement through VSM of lean six sigma: a case study

Abstract

The paper presents a case study where value stream mapping (VSM) is applied to improve factory-floor employees’ performance management process (PMP) in the manufacturing context. The objectives were to 1) understand the PMP of the factory-floor employees, and 2) apply the VSM to improve their PMP. The present study a) identifies value from customers’ perspective, b) maps PMP along with its subprocesses, c) analyses waste with the intention of minimization, d) adopts a pull approach to fulfil customers’ demands, and e) proposes avenues for perfection. The study showed that notable efficiency improvements can be achieved even by SMEs from the application of VSM and DMAIC (define-measure-analyzeimprove-control).