3rd South American International Conference on Industrial Engineering and Operations Management

Application of Lean Six Sigma in Water Testing Laboratory to Increase Efficiency and Enhance Customer Satisfaction

Nomalungelo Magwaza & Anup Pradhan
Publisher: IEOM Society International
0 Paper Citations
Track: Lean Six Sigma Competition

Laboratory testing is an important process which relies on scientific analysis to identify problems with services or a product. It provides analytical data on the quality of a product or service to support other process depending on the type of the industry. Laboratory test results impact many areas of our daily lives since the results produced are often used as the quality control of the product or a service.

This study examines root courses of why the laboratory under study was failing to meet customer’s Service Level Agreement (SLA), and how those bottlenecks can be resolved through the application of Lean Six Sigma (LSS). The study seeks to identify critical factors within the laboratory and customers’ perception about services they receive.

The research design used in this study is based on qualitative research. Brainstorming sessions and questionnaires were used to collect data about the causes leading to lack of fulfilling customer demands. LSS tools were then applied to minimise or eliminate wastes in order for the laboratory to operates effectively. Finally, personnel surveys were conducted to verify the effectiveness of LSS implementation and customer surveys were conducted to assess the level of satisfaction after LSS application.

After application of LSS, the results showed that the laboratory is now working in a lean environment, meeting customer demands while producing accurate and credible results timeously. It can, therefore, be concluded that bottlenecks were the cause on not meeting customer demand and they were eliminated through LSS application

Published in: 3rd South American International Conference on Industrial Engineering and Operations Management

Publisher: IEOM Society International
Date of Conference: May 10-12, 2022

ISBN: 978-1-7923-9159-0
ISSN/E-ISSN: 2169-8767