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

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...