Question 1

It has been almost one year since the government announced the lifting of all Covid-19 safe

management measures. The country is facing unprecedented challenges in a world emerging

from Covid-19 pandemic that is still riddled with uncertainties. Organisations, especially those

in the service sector, are struggling to stay profitable in the current economic and social

environment. As an effective methodology and tool, Lean Six Sigma has been applied

successfully by many organisations in the service sector in process improvement, e.g., financial

institutions, logistic firms, restaurants, consulting firms, and medical institutions, etc. Compose

a summary on the successful application of the Lean Six Sigma DMAIC approach in process

improvement by an organisation in the service sector. You can collect information about the

organisation from various sources, e.g., journal publications, industry reports, case studies, or

even your own working experiences. You need to include the following aspects (but not limited

to) in the summary:

a brief description of the organisation and the process,

the problems/issues and the performance in the process before Lean Six Sigma

application,

the improvement objective of the Lean Six Sigma project,

the major steps and tools used in each of the phases in the DMAIC approach,

the performance of the process after improvement,

the benefits of the improvement and the lessons learnt from the application, etc.

Indicate the word count in your summary. (Word limit: 500)

a.

b.

C.

d.

e.

f.