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Lean Six Sigma In Services – Jayachandrou Jayaraman, DM – Quality


Jayachandrou has been working in the service industry for the past 13 years. He is currently taking the Master Black Belt course from Benchmark Six Sigma. He feels that Six Sigma should be viewed as an annual plan by any organization.

In most organizations, the quality team predominantly identifies the defects and logically arrives at a CAPA (Corrective Action and Preventive Action). However, this would not be a strong solution design. This is where lean six sigma comes to the picture. By using Measurement System Analysis, we can identify the calibration issue within the operation. CAPA analysis can’t be depended upon at all times whereas six sigma tools like Analysis of Variance, DOE, Regression Theory and Hypothesis testing are reliable. Hypothesis testing, he says, gives a meaningful picture of multiple variables that affect the end result. The very structure of hypothesis testing helps us adopt the best correlating factor and subsequently derive a logical solution. Most industries are working towards automation these days and in this scenario, Six Sigma helps in interpreting data, calculating the time taken per operator, looking at different combinations and residuals, and in factorial analysis. In short, he feels Six Sigma makes one’s life simpler and all organizations must adopt it.