Print Email Facebook Twitter Exploring the added value of Modelling and Simulation in Lean Six Sigma projects - Formulating an extended DMAIC framework that manages service related challenges in Lean Six Sigma projects based on a triple case study at KPN Title Exploring the added value of Modelling and Simulation in Lean Six Sigma projects - Formulating an extended DMAIC framework that manages service related challenges in Lean Six Sigma projects based on a triple case study at KPN Author Zielhorst, J.M.A. Contributor Verbraeck, A. (mentor) Van Splunter, S. (mentor) Lukszo, Z. (mentor) Witteman, M. (mentor) Beijer, P. (mentor) Faculty Technology, Policy and Management Department Systems Engineering Programme Industry Date 2013-06-21 Abstract Lean Six Sigma (LSS) is a quality management technique that is widely applied to optimize business processes. Although developed to improve manufacturing processes, LSS is increasingly applied in service related industries. The processes in service related industries significantly differ from physical manufacturing processes in content, physical appearance and dynamics. Literature indicates that service processes are defined by intangibility, heterogeneity, inseparability. As a consequence, the order penetration point of these processes is typically very late, which makes service processes unusually complex and dynamic. Literature study and case study analysis exposed the inherent technical and organizational limitations of LSS when applied to service processes. Based on these findings, it can be concluded that, under specific conditions, Discrete Event Simulation and System Dynamics are more suitable than the traditional black box modelling techniques normally used in LSS. This thesis provides a validated framework that integrates DMAIC and Modelling and Simulation and shows how and when to apply it. Further research could be done on the applicability of this framework in other service related companies and on the role of M&S in the control phase of DMAIC. Subject TelecommunicationLean Six SigmaModelling and SimulationFramework constructionProcess optimization To reference this document use: http://resolver.tudelft.nl/uuid:775ccfdf-2b4c-4dc6-8575-a76770f682a2 Embargo date 2014-06-22 Access restriction Campus only Part of collection Student theses Document type master thesis Rights (c) 2013 Zielhorst, J.M.A.