A Survey on Six Sigma Implementation in Singapore Service Industries
|
|
- Ralph Golden
- 6 years ago
- Views:
Transcription
1 A Survey on Six Sigma Implementation in Singapore Service Industries Ayon Chakrabarty 1, Kay Chuan Tan 2 Department of Industrial and Systems Engineering, National University of Singapore Abstract: The concept of Six Sigma was initiated in 1980s by Motorola. Since then it has been implemented in several manufacturing and service organizations. Manufacturing organizations have registered success in terms of substantial bottom line results. In case of services, health care and finance were major beneficiaries till now. The application of Six Sigma is gradually picking up on other types of services like call centers, utilities and public services etc. This paper provides empirical evidence on Six Sigma implementation in service industries in Singapore. A questionnaire survey is done involving 250 service organizations. The main findings are the following. Top management commitment and cultural change emerged as the most important success factors confirming almost similar findings from literatures. Whereas attaching the Six Sigma success to financial benefits is the least important of success factors according to the respondents. Company wide commitment and customer focus are followed by organizational readiness, education and training etc to complete the list of success factors. In case of critical to quality characteristics, time (service time, waiting time and I. INTRODUCTION The increasing importance of services in the economies of developed and developing nations have necessitated the focus on service quality. So, there is a growing interest in application of Six Sigma not only in manufacturing but also in services. Traditionally, manufacturing organizations have seen high bottom line results by the application of Six Sigma. But, last decade has seen many service organizations like, Citibank, Bank of America, American Express, Caterpillar, Baxter Healthcare in US and Europe getting success by implementing Six Sigma [8], [15], [22], [29], [31], [32], [36], [43], [50]. There is a growing recognition that Six Sigma can be applied to non-manufacturing operations and also it is not limited to US-based corporations where it is developed, but it is applicable to all types of organizations [3], [41]. In case of Singapore, there are several organizations which have already applied and benefited from Six Sigma applications like, Alexandra Hospital, Singapore Power, Singapore City Gas and several public services [7]. This paper presents the results of questionnaire survey conducted on service organizations in Singapore. The purpose was to understand the status cycle time) emerged as the most important followed by response time to customer complaints. The use of tools and techniques represent similarities across services in their usage at different stages of DMAIC (Define, Measure, Analyze, Improve and Control) methodology. Efficient service and customer satisfaction emerged as most important key performance indicators followed by reduced cost and reduced variation. Surprisingly financial benefit is less preferred as performance indicator as observed from the responses. The major reasons for not applying Six Sigma which emerged from this survey of service organizations are difficulty in collecting data, difficulty in identifying process parameters and time consuming. Some service organizations also felt that Six Sigma is not relevant to their organization. These reasons will probably help in understanding the still limited application of Six Sigma in services. Finally, the survey also shows that there are certain organizations which are planning to implement Six Sigma in near future. Overall, the results help in understanding the status of Six Sigma in service organizations in Singapore. Keywords: Six Sigma, Service Industries, Survey of Six Sigma application in Singapore service organizations. The questionnaire focused on four constructs on the basis of reviewed literatures, they are: critical success factors (CSFs), critical-to-quality (CTQs), key performance indicators (KPIs) and usage of tools. The study also focused on the reasons behind the organizations which have not applied Six Sigma. This will probably help in understanding the still limited application of Six Sigma in services. II. LITERATURE REVIEW Six Sigma is a systematic quantitative approach for improving manufacturing or service processes. The strength of Six Sigma lies in its framework to facilitate the application of tools in a disciplined manner, which requires data-driven decision making [3], [7], [11]. The application of Six Sigma was predominant in manufacturing process improvement but recent developments show that its application is increasing in non-manufacturing operations like, services. In order to apply Six Sigma more broadly it is better to recognize that non-manufacturing also involve processes. Identification of process parameters (CTQs) is one of the key to implementation of Six Sigma in services [4], [36], [41]. Table 1 provides some examples of service
2 organizations which have implemented Six Sigma (Adapted from [7]). TABLE I. SIX SIGMA IN SERVICE ORGANIZATIONS benefits Organizational understanding of work processes to customer complaints Financial benefits Financial Services American Express Bank of America Citibank DBS Bank, Singapore HSBC JP Morgan Chase Maybank Berhad Merril Lynch Standard Chartered Healthcare Virtua Health Baxter Healthcare Bausch and Lomb Alexandra Hospital, Singapore Mount Carmel Health System Boston Medical Center Bay Medical Center Commonwealth Health Corporation Heritage Valley Health System Utilities Dominion Resources Singapore Power Hospitality Starwood Hotels and Resorts Ritz-Carlton Energy Viridian Group Singapore City Gas There are well-published success stories like Motorola, General Electric, Honeywell, Boeing, Raytheon, Texas Instruments, Seagate Technologies, etc. of Six Sigma application in manufacturing. In case of services though the cases are less but it is growing steadily [7], [12], [42], [51]. The reasons behind the success of Six Sigma depends on some critical success factors like, top management commitment; identification of process parameters i.e. CTQs; application of Six Sigma methodology, DMAIC (Define, Measure, Analyze, Improve and Control) and tools; and identification of KPIs like, quantified financial impact [11], [18], [44], [50], [51]. Table 2 provides a list of common CSFs, CTQs, KPIs and tools across service organizations as observed from the literature. CSFs Top management commitment Education and training Cultural change Customer focus Clear performance metrics Attaching success to financial TABLE II CSFs, CTQs, KPIs AND TOOLS ACROSS SERVICE ORGANIZATIONS CTQs Service time Waiting time Cycle time Cost Employee behaviour Accurate information to customers Timely information to customers Responding KPIs Efficiency Cost reduction Time-todeliver Quality of service Employee satisfaction Customer satisfaction Reduced variation Tools Histogram Pareto analysis Cause and effect analysis Brainstorming Flowchart Project charter Process mapping Root cause analysis Control charts The review of literature showed that there are similarities across CSFs, CTQs, KPIs and usage of tools across service organizations. In case of Six Sigma application these four constructs play an important role. Except one pilot study [15], no study so far has concentrated on all these four constructs combined. Also most of the study published so far is limited to European and North American service organizations. Thus there is a need to identify the industrial perspective on these factors in newly developed or developing countries. Identifying the gaps, this work answers the following questions, through a survey on Singapore s Service organizations. 1) What are the CSFs, CTQs, KPIs and tools considered in service organizations? 2) Are there similarities among these constructs across service organizations? III. Questionnaire Survey A questionnaire survey of Singapore service industries was conducted to understand the status of Six Sigma application. The questionnaire was mailed to 250 service organizations in Singapore. The list of the companies included for the survey refers to Singapore 1000 list, which is a government ranking of the 1000 best performance companies in Singapore based on their financial results. The mailed package contained a covering letter explaining the purpose and need for the study, the questionnaire and a prepaid reply envelope. A reminder letter was mailed three weeks after the first mailings to the organizations, who have not responded. The participants had the option of getting the summary report if they preferred.the questionnaire focused on the constructs CSFs, CTQs, KPIs and tools as observed from the literature. The contents of the questionnaire were reviewed by people knowledgeable in application of Six Sigma. This helped in framing the questions in a manner suitable for industries. The next section discuss about the results of analysis from the survey. A. Results And Discussion Out of 250 mailed questionnaires 84 were returned but the usable data for analysis involved 50 companies, i.e. the response rate of 20%. This response rate can be regarded as satisfactory for this
3 kind of surveys [17]. This survey was directed mainly at master black belts and black belts who are well accustomed with the application of Six Sigma. Respondent s Profile: The profile of the respondents (refer Fig. 1) show that majority of the respondents are from top management like, directors, deputy directors and vice presidents (34%) followed by managers (2). In case of organizations which have implemented Six Sigma the respondents mainly are black belts or top management, which confirms the top-down approach of its implementation. Critical Success Factors: The analysis on critical success factors showed that clear performance metrics is the most preferred, having an average score of 4.6, followed by top management commitment (4.5), cultural change (4.43), organizational readiness (4.25), customer focus (4.15) and education and training (4.05). This analysis confirms with the literature where top management commitment and cultural change are cited as the most important for application of Six Sigma along with education and training, customer focus, etc [18], [23], [51]. Education and Training Not Specified 20% Black Belt 8% Director 10% Customer focus organizational readiness HR C S F s Cultural change Deputy Director/Vice President 24% Top management commitment Manager 2 General Manager Clear performance metrics Fig. 1. Distribution of the respondent s profile Profile of the organizations: The types of service organizations participated includes, public services (32%), transport (12%), consultancy (8%), education, insurance, logistics, utilities (each ), others (24%). Others involve organizations like, finance, healthcare, distribution, real estate, telecommunication, tourism, travel and engineering services. Utilities Logistics Others 24% Insurance Education Consultancy 8% Transport 12% Public service 32% Fig. 2. Distribution of the service organizations Fig. 3. Common critical success factors considered in service organizations Critical-to-Quality Characteristics: The most common CTQs considered among the service organizations for implementing Six Sigma are: Time: service time, waiting time and cycle time Information provided to customer Employee behaviour Time to respond to customer complaints Time to restore customer complaints Key Performance Indicators: The benefits from Six Sigma application is generally expressed in terms of financial benefits as it is an easier metric to follow [50]. The survey analysis however presented a different preference by organizations involved in Six Sigma. Efficient service is the most important of performance indicators followed by customer satisfaction, reduced cost, reduced variation, timely delivery and employee satisfaction. The figure (Fig. 4) below presents the distribution of KPIs as observed from the survey.
4 difficulty in collecting data (20% of the respondents). Others being difficulty in identifying process parameter, time consuming (both 17%), too complex to use and not relevant (both 1) and unknown to us (14%) Unknown to us 14% Difficlty in Collecting Data 20% Not relevant Efficient service Customer satisfaction Reduced cost Reduced variation Timely delivery Employee satisfaction KPIs Difficulty in Identifying Process Parameter 17% Fig. 4. Distribution of key performance indicators Tools: The success of Six Sigma lies in its systematic methodology of DMAIC (Define, Measure, Analyze, Improve and Control). Each stage of this methodology involves application of various tools [17]. Some of these tools are common across stages, while some are specific to particular stage(s). Brainstorming, Pareto analysis, flowchart, histogram, work flow diagram, cost of quality, relations diagram, control chart and process capability are the most commonly used tools across the services participated in the survey. The table below shows the mean score of these commonly used tools and also the stages in which they are used. TABLE III. FREQUENCY OF TOOLS USAGE AS PER STAGES Tools Mean Score Stages Brainstorm 4.71 D, M, A, I, C Pareto analysis 4.46 D, M, A, C Flowchart 4.31 D, M, A, I, C Histogram 3.70 D, M, A, I, C Work flow diagram 3.66 D, M, A, I, C Cost of quality 3.42 D, M, A, I, C Relations diagram 3.35 D, M, A, I, C Control chart 3.15 D, M, A, I, C Process capability analysis 3.10 D, A, I, C The analysis of tools usage has some similarities with similar kind of survey conducted in UK service organizations where brainstorming, Pareto analysis and control charts were among the most commonly used tools [15]. Reasons for not applying Six Sigma: There are 40 organizations which have not applied Six Sigma. The most cited reason for not applying Six Sigma is Too Complex 1 Time Consuming 17% Fig. 5. Reasons for not applying Six Sigma IV. CONCLUSION The manufacturing organizations has already benefited by application of Six Sigma. Now its application is growing in services slowly and steadily. This survey provides an insight on the status of Six Sigma in Singapore service organizations. The study also confirms the inclusion of constructs CSFs, CTQs, KPIs and tools as found from the literature. It was found that there are some common CSFs, CTQs, KPIs and usage of tools across service organizations. This is an important finding as this framework can act as an important guide for services planning to apply Six Sigma. The reasons for not applying Six Sigma provide some common (difficulty in collecting data, difficulty in identifying process parameters, time consuming, etc.) and some interesting revelation like not relevant and unknown to us. This show that much work is needed to be done by practitioners and academicians in case of Six Sigma application in services. The study also has some inherent limitations. First, difficulty in identifying the organizations involved in Six Sigma and inaccuracy of the list in terms of address of organization or name of concerned person. Second is the small sample size involved in the analysis of the study. Finally, the low response rate restricts in generalizing the findings. These limitations can be overcome by conducting in-depth case studies involving different types of service organizations. Overall the findings from the study provide a basis for future research to help generalize the findings and also to widen and deepen the Six Sigma application in services.
5 REFERENCES [1] Benedetto, A.R.: Adapting manufacturing based Six Sigma methodology to the service environment of a radiology film library. Journal of Healthcare Management vol. 48 no. 4. (2003) [2] Inozu, B., Niccolai, M.J., Whitcomb, C.A., Mac Claren, B., Radovic, I., Bourg, D.: New horizons for ship building process improvement. Journal of Ship Production vol. 22 no. 2. (2006) [3] Wyper, B., Harrison, A.: Deployment of Six Sigma methodology in human resource function: A case study. Total Quality Management vol. 11 nos. 4 and 5. (2000) S720 S727 [4] Hahn, G.J., Hill, W.J., Hoerl, R.W., Zinkgraf, S.A.: The impact of Six Sigma improvement A glimpse into the future of statistics. The American Statistician vol. 53 no. 3. (1999) [5] De Koning, H., De Mast, J.: A rational reconstruction of Six Sigma s breakthrough cookbook. International Journal of Quality and Reliability Management vol. 23 no. 7. (2006) [6] Antony, J.: Six Sigma in the UK service organizations: Results from a pilot survey. Managerial Auditing Journal vol.19 no.8. (2004a) [7] Antony, J., Kumar, M., Madu, C.N.: Six Sigma in small and medium-sized UK manufacturing enterprises: Some empirical observations. The International Journal of Quality and Reliability Management vol. 22 no. 8/9. (2005) [8] Antony, J., Banuelas, R.: Key ingredients for the effective implementation of Six Sigma program. Measuring Business Excellence vol. 6 no. 4. (2002) [9] Heuvel, J., Does, R., Bisgaard, S.: Dutch hospital implements Six Sigma. Six Sigma Forum Magazine (2005) [10] Krupar, J.: Yes, Six Sigma can work for financial institutions. ABA Banking Journal. (2003) [11] Woods, J.: The second phase in creating the cardiac center for the next generation: Beyond structure to process improvement. The Journal of Cardiovascular Management. (2001) [12] Young, J.: Driving performance results at American Express. Six Sigma Forum Magazine. (2001) 1 10 [13] Brady, J.E., Allen, T.T.: Six Sigma literature: A review and agenda for future research. Quality and Reliability Engineering International vol. 22. (2006) [14] Henderson, K.H., Evans, J.R.: Successful implementation of Six Sigma: Benchmarking General Electric company. Benchmarking: An International Journal vol. 7 no. 4. (2000) [15] Bhote, K.R.: Motorola s long march to the Malcolm Baldrige National Quality Award. National Productivity Review vol. 8 no. 4. (1989) [16] Hendry, L., Nonthaleerak, P.: Six Sigma: Literature review and key future research areas. LUMS Working Paper Series. (2005) 1 66 [17] Sehwall, L., DeYong, C.: Six Sigma in health care. International Journal of Health Care Quality Assurance vol. 16 no. 6. (2003) 1 5 [18] Schimdt, M., Aschkenase, S.: The building blocks of service. Supply Chain Management Review. (2004) [19] Jones Jr., M.H.: Six Sigma: At a bank. Six Sigma Forum Magazine vol. 3 no. 2. (2004) [20] Raisinghani, M.S.: Six Sigma: Concepts, tools and applications. Industrial Management and Data Systems vol. 105 no. 4. (2005) [21] Senapati, N.R.: Six Sigma: Myths and realities. International Journal of Quality and Reliability Management vol. 21 no. 6. (2004) [22] Johnstone, P.A.S., Hendrickson, J.A.W., Dernbach, A.J., Secord, A.R., Parker, J.C., Favata, M.A., Puckett, M.L.: Ancillary services in the health care industry: Is Six Sigma reasonable. Quality management in Health Care vol. 12 no. 1. (2003) [23] Caulcutt, R.: Why is Six Sigma so successful. Journal of Applied Statistics vol. 28 nos. 3 and 4. (2001) [24] Does, R., Heuvel, E., Mast, J., Bisgaard, S.: Comparing non-manufacturing with traditional applications of Six Sigma. Quality Engineering vol. 15 no. 1. (2002) [25] McAdam, R., Hazlett, S.A., Henderson, J.: A critical review of Six Sigma: Exploring the dichotomies. The International Journal of Organizational Analysis vol. 13 no. 2. (2005) [26] Rucker, R.: Citibank increases customer loyalty with defect free processes. Association for Quality and Participation. (2000) [27] Coronado, R.B., Antony, J.: Critical success factors for the successful implementation of Six Sigma projects in organizations. The TQM Magazine vol. 14 no.2. (2002) [28] Hensley, R.L., Dobie, K.: Assessing readiness for Six Sigma in a service setting. Managing Service Quality vol. 15 no. 1. (2005) [29] Hargrove, S.K., Burge, L.: Developing a Six Sigma methodology for improving retention in engineering education. 32 nd ASEE/IEEE Frontiers in Education Conference. (2002) S3C20 S3C24 [30] Woodall, T.: Six Sigma and service quality: Christian Grönroos revisited. Journal of Marketing Management vol. 17. (2001) [31] Young, T., Brailsford, S., Connell, C., Davies, R., Harper, P., Klein, J.H.: Using industrial processes to improve patient care. British Medical Journal vol (2004) [32] Goh, T.N.: A strategic assessment of Six Sigma. Quality Reliability Engineering International vol. 18. (2002) [33] Kwak, Y.H., Anbari, F.T.: Benefits, obstacles, and future of Six Sigma approach. Technovation vol. 26. (2006)
Case Study Analysis of Six Sigma in Singapore Service Organizations
Case Study Analysis of Six Sigma in Singapore Service Organizations A. Chakrabarty and K.C. Tan, Department of Industrial and Systems Engineering, National University of Singapore, Singapore Abstract This
More informationCertified Six Sigma Professionals International Certification Courses in Six Sigma Green Belt
Certification Singapore Institute Certified Six Sigma Professionals Certification Courses in Six Sigma Green Belt ly Licensed Course for Process Improvement/ Assurance Managers and Engineers Leading the
More informationJournal title ISSN Full text from
Title listings ejournals Management ejournals Database and Specialist ejournals Collections Emerald Insight Management ejournals Database Journal title ISSN Full text from Accounting, Finance & Economics
More informationThe Application of Lean Six Sigma in Alleviating Water Shortage in Limpopo Rural Area to Avoid Societal Disaster
The Application of Lean Six Sigma in Alleviating Water Shortage in Limpopo Rural Area to Avoid Societal Disaster S. Ngoune, P. Kholopane Department of Quality and Operations Management, University of Johannesburg,
More informationReduce the Failure Rate of the Screwing Process with Six Sigma Approach
Proceedings of the 2014 International Conference on Industrial Engineering and Operations Management Bali, Indonesia, January 7 9, 2014 Reduce the Failure Rate of the Screwing Process with Six Sigma Approach
More informationVisit us at:
White Paper Integrating Six Sigma and Software Testing Process for Removal of Wastage & Optimizing Resource Utilization 24 October 2013 With resources working for extended hours and in a pressurized environment,
More informationIntroduction on Lean, six sigma and Lean game. Remco Paulussen, Statistics Netherlands Anne S. Trolie, Statistics Norway
Introduction on Lean, six sigma and Lean game Remco Paulussen, Statistics Netherlands Anne S. Trolie, Statistics Norway 1 Lean is. a philosophy a method a set of tools Waste reduction User value Create
More informationThe CTQ Flowdown as a Conceptual Model of Project Objectives
The CTQ Flowdown as a Conceptual Model of Project Objectives HENK DE KONING AND JEROEN DE MAST INSTITUTE FOR BUSINESS AND INDUSTRIAL STATISTICS OF THE UNIVERSITY OF AMSTERDAM (IBIS UVA) 2007, ASQ The purpose
More informationFor Portfolio, Programme, Project, Risk and Service Management. Integrating Six Sigma and PRINCE Mike Ward, Outperfom
For Portfolio, Programme, Project, Risk and Service Management Integrating Six Sigma and PRINCE2 2009 Mike Ward, Outperfom White Paper July 2009 2 Integrating Six Sigma and PRINCE2 2009 Abstract A number
More informationModule Title: Managing and Leading Change. Lesson 4 THE SIX SIGMA
Module Title: Managing and Leading Change Lesson 4 THE SIX SIGMA Learning Objectives: At the end of the lesson, the students should be able to: 1. Define what is Six Sigma 2. Discuss the brief history
More informationCitation for published version (APA): de Koning, H., Does, R. J. M. M., & de Mast, J. (2005). Lean Six Sigma. Kwaliteit in bedrijf, 21(8),
UvA-DARE (Digital Academic Repository) Lean Six Sigma de Koning, H.; Does, R.J.M.M.; de Mast, J. Published in: Kwaliteit in bedrijf Link to publication Citation for published version (APA): de Koning,
More informationProblem Solving for Success Handbook. Solve the Problem Sustain the Solution Celebrate Success
Problem Solving for Success Handbook Solve the Problem Sustain the Solution Celebrate Success Problem Solving for Success Handbook Solve the Problem Sustain the Solution Celebrate Success Rod Baxter 2015
More informationGreen Belt Curriculum (This workshop can also be conducted on-site, subject to price change and number of participants)
Green Belt Curriculum (This workshop can also be conducted on-site, subject to price change and number of participants) Notes: 1. We use Mini-Tab in this workshop. Mini-tab is available for free trail
More informationExecutive Guide to Simulation for Health
Executive Guide to Simulation for Health Simulation is used by Healthcare and Human Service organizations across the World to improve their systems of care and reduce costs. Simulation offers evidence
More informationMajor Milestones, Team Activities, and Individual Deliverables
Major Milestones, Team Activities, and Individual Deliverables Milestone #1: Team Semester Proposal Your team should write a proposal that describes project objectives, existing relevant technology, engineering
More informationScienceDirect. A Lean Six Sigma (LSS) project management improvement model. Alexandra Tenera a,b *, Luis Carneiro Pintoª. 27 th IPMA World Congress
Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Scien ce s 119 ( 2014 ) 912 920 27 th IPMA World Congress A Lean Six Sigma (LSS) project management improvement
More informationHigher education is becoming a major driver of economic competitiveness
Executive Summary Higher education is becoming a major driver of economic competitiveness in an increasingly knowledge-driven global economy. The imperative for countries to improve employment skills calls
More informationFrom Empire to Twenty-First Century Britain: Economic and Political Development of Great Britain in the 19th and 20th Centuries 5HD391
Provisional list of courses for Exchange students Fall semester 2017: University of Economics, Prague Courses stated below are offered by particular departments and faculties at the University of Economics,
More informationAnalyzing the Usage of IT in SMEs
IBIMA Publishing Communications of the IBIMA http://www.ibimapublishing.com/journals/cibima/cibima.html Vol. 2010 (2010), Article ID 208609, 10 pages DOI: 10.5171/2010.208609 Analyzing the Usage of IT
More informationThe Lean And Six Sigma Sinergy
International Journal for Quality research UDK- 658.5 / 006.83 Short Scientific Paper (1.03) The Lean And Six Sigma Sinergy Mirko Sokovic 1) D. Pavletic 2) 1) University of Ljubljana, 2) University of
More informationEnvision Success FY2014-FY2017 Strategic Goal 1: Enhancing pathways that guide students to achieve their academic, career, and personal goals
Strategic Goal 1: Enhancing pathways that guide students to achieve their academic, career, and personal goals Institutional Priority: Improve the front door experience Identify metrics appropriate to
More informationCertified Six Sigma - Black Belt VS-1104
Certified Six Sigma - Black Belt VS-1104 Certified Six Sigma - Black Belt Professional Certified Six Sigma - Black Belt Professional Certification Code VS-1104 Vskills certification for Six Sigma - Black
More informationMotivation to e-learn within organizational settings: What is it and how could it be measured?
Motivation to e-learn within organizational settings: What is it and how could it be measured? Maria Alexandra Rentroia-Bonito and Joaquim Armando Pires Jorge Departamento de Engenharia Informática Instituto
More informationUtilizing Soft System Methodology to Increase Productivity of Shell Fabrication Sushant Sudheer Takekar 1 Dr. D.N. Raut 2
IJSRD - International Journal for Scientific Research & Development Vol. 2, Issue 04, 2014 ISSN (online): 2321-0613 Utilizing Soft System Methodology to Increase Productivity of Shell Fabrication Sushant
More informationSuccess Factors for Creativity Workshops in RE
Success Factors for Creativity s in RE Sebastian Adam, Marcus Trapp Fraunhofer IESE Fraunhofer-Platz 1, 67663 Kaiserslautern, Germany {sebastian.adam, marcus.trapp}@iese.fraunhofer.de Abstract. In today
More informationAPPENDIX A: Process Sigma Table (I)
APPENDIX A: Process Sigma Table (I) 305 APPENDIX A: Process Sigma Table (II) 306 APPENDIX B: Kinds of variables This summary could be useful for the correct selection of indicators during the implementation
More informationCourses below are sorted by the column Field of study for your better orientation. The list is subject to change.
Provisional list of courses for Exchange students Spring semester 2017: University of Economics, Prague Courses stated below are offered by particular departments and faculties at the University of Economics,
More information2 Lean Six Sigma Green Belt Skill Set
2 Lean Six Sigma Green Belt Skill Set 3 LEAN SIX SIGMA GREEN BELT SKILL SET A GUIDELINE FOR LEAN SIX SIGMA GREEN BELT TRAINING AND CERTIFICATION H.C. Theisens; A. Meek; D. Harborne VERSION 2.4 Lean Six
More informationUvA-DARE (Digital Academic Repository) Lean Six Sigma in financial services de Koning, H.; Does, R.J.M.M.; Bisgaard, S.
UvA-DARE (Digital Academic Repository) Lean Six Sigma in financial services de Koning, H.; Does, R.J.M.M.; Bisgaard, S. Published in: International Journal of Six Sigma and Competitive Advantage DOI: 10.1504/IJSSCA.2008.018417
More informationLesson M4. page 1 of 2
Lesson M4 page 1 of 2 Miniature Gulf Coast Project Math TEKS Objectives 111.22 6b.1 (A) apply mathematics to problems arising in everyday life, society, and the workplace; 6b.1 (C) select tools, including
More informationThe Use of Statistical, Computational and Modelling Tools in Higher Learning Institutions: A Case Study of the University of Dodoma
International Journal of Computer Applications (975 8887) The Use of Statistical, Computational and Modelling Tools in Higher Learning Institutions: A Case Study of the University of Dodoma Gilbert M.
More informationGeorgia Tech College of Management Project Management Leadership Program Eight Day Certificate Program: October 8-11 and November 12-15, 2007
Proven Methods for Project Planning, Scheduling and Control Managing Project Risk Project Managers as Agents of Change and Innovation Georgia Tech College of Management Project Management Leadership Program
More informationDeploying Agile Practices in Organizations: A Case Study
Copyright: EuroSPI 2005, Will be presented at 9-11 November, Budapest, Hungary Deploying Agile Practices in Organizations: A Case Study Minna Pikkarainen 1, Outi Salo 1, and Jari Still 2 1 VTT Technical
More informationStandards and Criteria for Demonstrating Excellence in BACCALAUREATE/GRADUATE DEGREE PROGRAMS
Standards and Criteria for Demonstrating Excellence in BACCALAUREATE/GRADUATE DEGREE PROGRAMS World Headquarters 11520 West 119th Street Overland Park, KS 66213 USA USA Belgium Perú acbsp.org info@acbsp.org
More informationPROVIDENCE UNIVERSITY COLLEGE
BACHELOR OF BUSINESS ADMINISTRATION (BBA) WITH CO-OP (4 Year) Academic Staff Jeremy Funk, Ph.D., University of Manitoba, Program Coordinator Bruce Duggan, M.B.A., University of Manitoba Marcio Coelho,
More informationDOES OUR EDUCATIONAL SYSTEM ENHANCE CREATIVITY AND INNOVATION AMONG GIFTED STUDENTS?
DOES OUR EDUCATIONAL SYSTEM ENHANCE CREATIVITY AND INNOVATION AMONG GIFTED STUDENTS? M. Aichouni 1*, R. Al-Hamali, A. Al-Ghamdi, A. Al-Ghonamy, E. Al-Badawi, M. Touahmia, and N. Ait-Messaoudene 1 University
More informationAn Introduction to Simio for Beginners
An Introduction to Simio for Beginners C. Dennis Pegden, Ph.D. This white paper is intended to introduce Simio to a user new to simulation. It is intended for the manufacturing engineer, hospital quality
More informationDifferent Requirements Gathering Techniques and Issues. Javaria Mushtaq
835 Different Requirements Gathering Techniques and Issues Javaria Mushtaq Abstract- Project management is now becoming a very important part of our software industries. To handle projects with success
More informationIn The Discipline of Market Leaders: Knowledge Management Based on your Organization's Approach to Life: Operational Excellence
Knowledge Management Based on your Organization's Approach to Life: Operational Excellence OE networks, metrics, and more; second in a series. Melissie Rumizen, Jeff Stemke, and Bill Baker In The Discipline
More informationHigher Education Review (Embedded Colleges) of Navitas UK Holdings Ltd. Hertfordshire International College
Higher Education Review (Embedded Colleges) of Navitas UK Holdings Ltd April 2016 Contents About this review... 1 Key findings... 2 QAA's judgements about... 2 Good practice... 2 Theme: Digital Literacies...
More informationOn Human Computer Interaction, HCI. Dr. Saif al Zahir Electrical and Computer Engineering Department UBC
On Human Computer Interaction, HCI Dr. Saif al Zahir Electrical and Computer Engineering Department UBC Human Computer Interaction HCI HCI is the study of people, computer technology, and the ways these
More informationSoftware Maintenance
1 What is Software Maintenance? Software Maintenance is a very broad activity that includes error corrections, enhancements of capabilities, deletion of obsolete capabilities, and optimization. 2 Categories
More informationCOURSE DELIVERY PLAN 2017
Bachel of Business COURSE CODE: BBNS CAMPUS COLLEGE STUDY MODE City Flinders, Footscray Park Business Full-time Part-time DURATION 3 Years full-time part-time equivalent FEE TYPE F infmation on course
More informationUsing Team-based learning for the Career Research Project. Francine White. LaGuardia Community College
Team Based Learning and Career Research 1 Using Team-based learning for the Career Research Project Francine White LaGuardia Community College Team Based Learning and Career Research 2 Discussion Paper
More informationE-learning Strategies to Support Databases Courses: a Case Study
E-learning Strategies to Support Databases Courses: a Case Study Luisa M. Regueras 1, Elena Verdú 1, María J. Verdú 1, María Á. Pérez 1, and Juan P. de Castro 1 1 University of Valladolid, School of Telecommunications
More informationPalo Alto College. What We Have Done
What We Have Done Strategic Direction 1 Empowering STUDENTS FOR SUCCESS 2 Creating & Sustaining a CULTURE OF INCLUSIVENESS Strategic Direction 4 Celebrating PAC EXCELLENCE 3 Sharing the PAC EXPERIENCE
More informationCurriculum for the Academy Profession Degree Programme in Energy Technology
Curriculum for the Academy Profession Degree Programme in Energy Technology Version: 2016 Curriculum for the Academy Profession Degree Programme in Energy Technology 2016 Addresses of the institutions
More informationProcedia Computer Science
Available online at www.sciencedirect.com Procedia Computer Science 00 (2012) 000 000 Procedia Computer Science www.elsevier.com/locate/procedia New Challenges in Systems Engineering and Architecting Conference
More informationHow to Develop and Evaluate an etourism MOOC: An Experience in Progress
How to Develop and Evaluate an etourism MOOC: An Experience in Progress Jingjing Lin, Nadzeya Kalbaska, and Lorenzo Cantoni The Faculty of Communication Sciences Universita della Svizzera italiana (USI)
More informationPROPOSAL FOR NEW UNDERGRADUATE PROGRAM. Institution Submitting Proposal. Degree Designation as on Diploma. Title of Proposed Degree Program
PROPOSAL FOR NEW UNDERGRADUATE PROGRAM Institution Submitting Proposal Degree Designation as on Diploma Title of Proposed Degree Program EEO Status CIP Code Academic Unit (e.g. Department, Division, School)
More informationEnglish for Specific Purposes World ISSN Issue 34, Volume 12, 2012 TITLE:
TITLE: The English Language Needs of Computer Science Undergraduate Students at Putra University, Author: 1 Affiliation: Faculty Member Department of Languages College of Arts and Sciences International
More informationSTABILISATION AND PROCESS IMPROVEMENT IN NAB
STABILISATION AND PROCESS IMPROVEMENT IN NAB Authors: Nicole Warren Quality & Process Change Manager, Bachelor of Engineering (Hons) and Science Peter Atanasovski - Quality & Process Change Manager, Bachelor
More informationProcedures for Academic Program Review. Office of Institutional Effectiveness, Academic Planning and Review
Procedures for Academic Program Review Office of Institutional Effectiveness, Academic Planning and Review Last Revision: August 2013 1 Table of Contents Background and BOG Requirements... 2 Rationale
More informationPreliminary Report Initiative for Investigation of Race Matters and Underrepresented Minority Faculty at MIT Revised Version Submitted July 12, 2007
Massachusetts Institute of Technology Preliminary Report Initiative for Investigation of Race Matters and Underrepresented Minority Faculty at MIT Revised Version Submitted July 12, 2007 Race Initiative
More informationADDIE MODEL THROUGH THE TASK LEARNING APPROACH IN TEXTILE KNOWLEDGE COURSE IN DRESS-MAKING EDUCATION STUDY PROGRAM OF STATE UNIVERSITY OF MEDAN
International Journal of GEOMATE, Feb., 217, Vol. 12, Issue, pp. 19-114 International Journal of GEOMATE, Feb., 217, Vol.12 Issue, pp. 19-114 Special Issue on Science, Engineering & Environment, ISSN:2186-299,
More informationSELF: CONNECTING CAREERS TO PERSONAL INTERESTS. Essential Question: How Can I Connect My Interests to M y Work?
SELF: CONNECTING CAREERS TO PERSONAL INTERESTS Essential Question: How Can I Connect My Interests to M y Work? Learning Targets: Students will: Brainstorm possible connections of personal interests and
More informationSchool of Economics & Business.
School of Economics & Business www.nup.ac.cy UNDERGRADUATE PROGRAMME BSc in Accounting, Banking and Finance Programme Description The Bachelor Programme in Accounting, Banking and Finance has a strong
More informationJohn Joseph Strategy Area Paul Merage School of Business University of California Irvine Irvine, CA (cell)
ACADEMIC POSITIONS University of California, Irvine Irvine, CA Assistant Professor of Strategy 2015 - Present Duke University, Fuqua School of Business Durham, NC 2008-2015 Assistant Professor of Strategy
More informationLanguage and Literacy: Exploring Examples of the Language and Literacy Foundations
Language and Literacy: Strands: Listening & Speaking Reading Writing GETTING READY Instructional Component(s): Information Delivery; In-Class Activity; Out-of- Class Activity; Assessment Strands: This
More informationChapter 2. University Committee Structure
Chapter 2 University Structure 2. UNIVERSITY COMMITTEE STRUCTURE This chapter provides details of the membership and terms of reference of Senate, the University s senior academic committee, and its Standing
More informationChalmers Publication Library
Chalmers Publication Library Forces affecting one Lean Six Sigma adoption process This document has been downloaded from Chalmers Publication Library (CPL). It is the author s version of a work that was
More informationStrategic Practice: Career Practitioner Case Study
Strategic Practice: Career Practitioner Case Study heidi Lund 1 Interpersonal conflict has one of the most negative impacts on today s workplaces. It reduces productivity, increases gossip, and I believe
More informationGeothermal Training in Oradea, Romania
Geothermal Training in Oradea, Romania Marcel ROŞCA and Cornel ANTAL University of Oradea Abstract The paper presents the International Geothermal Training Centre at the University of Oradea, Romania,
More informationThree Strategies for Open Source Deployment: Substitution, Innovation, and Knowledge Reuse
Three Strategies for Open Source Deployment: Substitution, Innovation, and Knowledge Reuse Jonathan P. Allen 1 1 University of San Francisco, 2130 Fulton St., CA 94117, USA, jpallen@usfca.edu Abstract.
More informationATW 202. Business Research Methods
ATW 202 Business Research Methods Course Outline SYNOPSIS This course is designed to introduce students to the research methods that can be used in most business research and other research related to
More informationREADY TO WORK PROGRAM INSTRUCTOR GUIDE PART I
READY TO WORK PROGRAM INSTRUCTOR GUIDE PART I LESSON TITLE: Problem Solving Tools Method: Informal Lecture, Guided Discussion EDUCATIONAL OBJECTIVE: Comprehend the many different uses of quality/problem
More informationUoS - College of Business Administration. Master of Business Administration (MBA)
UoS - College of Business Administration Master of Business Administration (MBA) Introduction The College of Business Administration (CoBA) at the University of Sharjah (UoS) has grown rapidly over the
More informationDISTANCE LEARNING OF ENGINEERING BASED SUBJECTS: A CASE STUDY. Felicia L.C. Ong (author and presenter) University of Bradford, United Kingdom
DISTANCE LEARNING OF ENGINEERING BASED SUBJECTS: A CASE STUDY Felicia L.C. Ong (author and presenter) University of Bradford, United Kingdom Ray E. Sheriff (author) University of Bradford, United Kingdom
More informationLike much of the country, Detroit suffered significant job losses during the Great Recession.
36 37 POPULATION TRENDS Economy ECONOMY Like much of the country, suffered significant job losses during the Great Recession. Since bottoming out in the first quarter of 2010, however, the city has seen
More information2017? Are you skilled for. Market Leader. Prize Winner. Pass Insurance. Online Learning F7, F8 & F9. Classroom Learning P1-P7
Are you skilled for 2017? ACCA June 2017 Association of Chartered Certified Accountants Market Leader More than 50 years of professional accounting experience worldwide with the biggest professional accounting
More informationTestimony in front of the Assembly Committee on Jobs and the Economy Special Session Assembly Bill 1 Ray Cross, UW System President August 3, 2017
Office of the President 1700 Van Hise Hall 1220 Linden Drive Madison, Wisconsin 53706-1559 (608) 262-2321 Phone (608) 262-3985 Fax e-mail: rcross@uwsa.edu website: www.wisconsin.edu/ Testimony in front
More informationProgramme Specification. MSc in International Real Estate
Programme Specification MSc in International Real Estate IRE GUIDE OCTOBER 2014 ROYAL AGRICULTURAL UNIVERSITY, CIRENCESTER PROGRAMME SPECIFICATION MSc International Real Estate NB The information contained
More informationUniversidad EAFIT- Todos los derechos reservados
Modalidad Virtual Universidad EAFIT- Todos los derechos reservados Learning Unit 3: Understing relations within organizations To underst organizations it is matory to acknowledge first that any organization
More informationEffectiveness of Electronic Dictionary in College Students English Learning
2016 International Conference on Mechanical, Control, Electric, Mechatronics, Information and Computer (MCEMIC 2016) ISBN: 978-1-60595-352-6 Effectiveness of Electronic Dictionary in College Students English
More informationResearch Update. Educational Migration and Non-return in Northern Ireland May 2008
Research Update Educational Migration and Non-return in Northern Ireland May 2008 The Equality Commission for Northern Ireland (hereafter the Commission ) in 2007 contracted the Employment Research Institute
More informationAn Industrial Technologist s Core Knowledge: Web-based Strategy for Defining Our Discipline
Volume 17, Number 2 - February 2001 to April 2001 An Industrial Technologist s Core Knowledge: Web-based Strategy for Defining Our Discipline By Dr. John Sinn & Mr. Darren Olson KEYWORD SEARCH Curriculum
More informationA GENERIC SPLIT PROCESS MODEL FOR ASSET MANAGEMENT DECISION-MAKING
A GENERIC SPLIT PROCESS MODEL FOR ASSET MANAGEMENT DECISION-MAKING Yong Sun, a * Colin Fidge b and Lin Ma a a CRC for Integrated Engineering Asset Management, School of Engineering Systems, Queensland
More informationCourse Development Using OCW Resources: Applying the Inverted Classroom Model in an Electrical Engineering Course
Course Development Using OCW Resources: Applying the Inverted Classroom Model in an Electrical Engineering Course Authors: Kent Chamberlin - Professor of Electrical and Computer Engineering, University
More informationNew Models for Norwegian - Russian Education and Research Cooperation in the Field of Energy
New Models for Norwegian - Russian Education and Research Cooperation in the Field of Energy Frode Mellemvik High North Center for Business and Governance, Bodø Brussels, April 15th, 2010 1 The High North
More informationEditor s Welcome. Summer 2016 Lean Six Sigma Innovation. You Deserve More. Lean Innovation: The Art of Making Less Into More
Summer 2016 Lean Six Sigma Innovation Editor s Welcome Lean Innovation: The Art of Making Less Into More Continuous improvement in business is about more than just a set of operational principles to increase
More informationProviding Feedback to Learners. A useful aide memoire for mentors
Providing Feedback to Learners A useful aide memoire for mentors January 2013 Acknowledgments Our thanks go to academic and clinical colleagues who have helped to critique and add to this document and
More informationInstitutional review. University of Wales, Newport. November 2010
Institutional review University of Wales, Newport November 2010 The Quality Assurance Agency for Higher Education 2011 ISBN 978 1 84979 260 8 All QAA's publications are available on our website www.qaa.ac.uk
More information5.7 Course Descriptions
CATALOG 2013/2014 726 BINUS UNIVERSITY 5.7 Course Descriptions 5.7.1 MM Young Professional Business Management AY002 ESSENTIAL OF BUSINESS MANAGEMENT (3 SCU) Learning Outcomes: Upon successful completion
More informationUse and Adaptation of Open Source Software for Capacity Building to Strengthen Health Research in Low- and Middle-Income Countries
338 Informatics for Health: Connected Citizen-Led Wellness and Population Health R. Randell et al. (Eds.) 2017 European Federation for Medical Informatics (EFMI) and IOS Press. This article is published
More informationStudent Feedback Analysis Report
Programme: M.B.A. - FT Semester: II Number of Students Enrolled: 120 Number of Students Participated in the Feedback: 20 Courses Offered: Marketing Management Research Methodology Financial Management
More informationNewcastle University Business School (NUBS)
Newcastle University Business School (NUBS) Contact Shelagh Cauwood Shelagh.Cauwood@ncl.ac.uk James Wade James.Wade@ncl.ac.uk All students must meet the following criteria: 1. any specified pre-requisites
More informationInquiry Learning Methodologies and the Disposition to Energy Systems Problem Solving
Inquiry Learning Methodologies and the Disposition to Energy Systems Problem Solving Minha R. Ha York University minhareo@yorku.ca Shinya Nagasaki McMaster University nagasas@mcmaster.ca Justin Riddoch
More informationABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT
INDUSTRIAL REQUIREMENT AND COMMERCE EDUCATION IN GLOBALIZATION Dhaval Desai Ph. D. Scholar, Pacific University, Udaipur, India Email: dhaval_mdt@yahoo.in ABSTRACT The growing phenomenon of globalization,
More informationOPAC and User Perception in Law University Libraries in the Karnataka: A Study
ISSN 2229-5984 (P) 29-5576 (e) OPAC and User Perception in Law University Libraries in the Karnataka: A Study Devendra* and Khaiser Nikam** To Cite: Devendra & Nikam, K. (20). OPAC and user perception
More informationPh.D. in Behavior Analysis Ph.d. i atferdsanalyse
Program Description Ph.D. in Behavior Analysis Ph.d. i atferdsanalyse 180 ECTS credits Approval Approved by the Norwegian Agency for Quality Assurance in Education (NOKUT) on the 23rd April 2010 Approved
More informationMASTER S COURSES FASHION START-UP
MASTER S COURSES FASHION START-UP Postgraduate Programmes Master s Course Fashion Start-Up 02 Brief Descriptive Summary Over the past 80 years Istituto Marangoni has grown and developed alongside the thriving
More informationClinical Quality in EMS. Noah J. Reiter, MPA, EMT-P EMS Director Lenox Hill Hospital (Rice University 00)
Clinical Quality in EMS Noah J. Reiter, MPA, EMT-P EMS Director Lenox Hill Hospital (Rice University 00) Presentation Overview Rationale Definitions Philosophy Prerequisites for a Successful Program The
More informationMarket Intelligence. Alumni Perspectives Survey Report 2017
Market Intelligence Alumni Perspectives Survey Report 2017 Contents Executive Summary... 2 Introduction.... 5 Key Findings... 6 The Value of a Graduate Management Education.... 8 Three Dimensions of Value....
More informationEffective Recruitment and Retention Strategies for Underrepresented Minority Students: Perspectives from Dental Students
Critical Issues in Dental Education Effective Recruitment and Retention Strategies for Underrepresented Minority Students: Perspectives from Dental Students Naty Lopez, Ph.D.; Rose Wadenya, D.M.D., M.S.;
More informationE LEARNING TOOLS IN DISTANCE AND STATIONARY EDUCATION
E LEARNING TOOLS IN DISTANCE AND STATIONARY EDUCATION Michał Krupski 1, Andrzej Cader 2 1 Institute for Distance Education Research, Academy of Humanities and Economics in Lodz, Poland michalk@wshe.lodz.pl
More informationCLASSIFICATION OF PROGRAM Critical Elements Analysis 1. High Priority Items Phonemic Awareness Instruction
CLASSIFICATION OF PROGRAM Critical Elements Analysis 1 Program Name: Macmillan/McGraw Hill Reading 2003 Date of Publication: 2003 Publisher: Macmillan/McGraw Hill Reviewer Code: 1. X The program meets
More informationCOURSE SYNOPSIS COURSE OBJECTIVES. UNIVERSITI SAINS MALAYSIA School of Management
COURSE SYNOPSIS This course is designed to introduce students to the research methods that can be used in most business research and other research related to the social phenomenon. The areas that will
More informationGuidance on the University Health and Safety Management System
Newcastle University Safety Office 1 Kensington Terrace Newcastle upon Tyne NE1 7RU Tel 0191 222 6274 University Safety Policy Guidance Guidance on the University Health and Safety Management System Document
More informationUpdate Peer and Aspirant Institutions
Update Peer and Aspirant Institutions Prepared for Southern University at Shreveport January 2015 In the following report, Hanover Research describes the methodology used to identify Southern University
More informationPERFORMING ARTS. Unit 2 Proposal for a commissioning brief Suite. Cambridge TECHNICALS LEVEL 3. L/507/6467 Guided learning hours: 60
2016 Suite Cambridge TECHNICALS LEVEL 3 PERFORMING ARTS Unit 2 Proposal for a commissioning brief L/507/6467 Guided learning hours: 60 Version 1 September 2015 ocr.org.uk/performingarts LEVEL 3 UNIT 2:
More information