Lean Six Sigma Project: Improving Customer Self-Service Efficiency

This project is a comprehensive Lean Six Sigma project focused on improving the efficiency of customer self-service rates. It begins with a project charter outlining the problem statement, business case, goal statement, and improvement goals. The project scope, team members, and timeline are clearly defined. The document includes a detailed data collection plan, specifying what data will be measured, the data type, and how the data will be collected. A process map visually represents the steps involved in the project, from process input evaluation to process output. The project also presents hypotheses, null and alternative hypotheses, and proposed measures. This project provides a structured approach to problem-solving and process improvement using the Lean Six Sigma methodology.

Running head: LEAN SIX SIGMA PROJECT MANAGEMENT 1
Lean Six Sigma Project Management
Name
Institution
Professor
Course
Date

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project charter
Project Name Improvement of the efficiency of the customer self-service rate in a
company by application of Lean six sigma project.
Today’s Date 25th /June/2019
Project Start Date 1st August/2019
Target Completion
Date
29th /June/2019
Project Element Response
Problem Statement The customer service has been faced by a lot of challenges in many companies
since 2010. The purpose of this project is to research on improvements that
can be done to increase the efficiency of the customers’ self-service rates in
the companies. This is done by finding ways through which the cost of the
services delivery will be lowered.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Business Case The project is essential to be done now because it is the part of the
improvement for the large companies especially those dealing with
international information technology companies offering with the products,
solutions, services, and technologies to the customers (Pepper & Spedding,
2010). On financial impacts, the project is to improve the services delivery
frameworks for the companies making sure that the lowest cost of operation is
focused. The project brings the breakthrough for most companies simply
because it offers the companies with some of the frameworks that that should
focus on to make the service delivery the customers effectively. There are
some impacts of the project on DPMO of the fact that the people who are
involved in the development of the project focused mainly on the services
delivery section of the organization (Andersen, 2016). The impact is primarily
felt within the direct services provided to the customers, project management
functions, and account delivery functions. The actual customer support
delivery is handled through the business partners. Besides, the impact of the
project is felt in the external subcontractors, together with the customers who
get services within the company involved.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Goal Statement The goal of the project is to improve the customer’s service by the rate of 20%
and lower the overall onsite requests through respective value by the year
2021. The key goal of the project is to find the key metrics that will be used in
the project for the identification of the root causes of the challenges facing
customer service metrics. The improvement frameworks are sought by the use
of the Lean Six Sigma frameworks.
Improvement Goals
1. Quality issues
Elimination
2. Optimizing
systems
Measure (units) Baseline Goal
Errors and long waiting
time
Done by restructuring
the activity schedules
Achieving accuracy and
efficiency in the
company.
Reduction of cost Non value adding
services elimination
The quality of operation
is maintained
3. Expansion of
customers
expectations
Increasing the service
delivery to the customer
than expected
This is done through
provision of extra
related services for
free
The customer’s
confidence with the
company is increased.
4. Preparation of
the simple
distribution
documentation
to the
customers
Provision of the viable
services aid
This can be done by
use of the simple
terms of explanations
It makes sure that the
customers are well vast
with the information
provided regarding the
services offered.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
5. Provision of
the sufficient
services
Precise and concise
services provided
This is done through
by making sure that
the correct and
available information
regarding the service
is provided without
biases.
This improves the trust of
the customers towards the
company.
 Process description The problem in the service delivery exists when there are no relevant
personnel well vast with the information regarding the company. The
company’s negligence to equip the professional personnel in provision of the
service to the customers marks the beginning of the problems.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project Scope
The project will address various challenges involved in the service delivery
companies (Does, 2016). The project is bound within the IT service delivery
companies where there is a self service portal for the customers. The project
team tries to borrow the outsourcing information that will equip the project
with the relevant information regarding what should be done to cater for this
(Byrne, Lubowe & Blitz, 2017).
The SIPOC model below shows the steps of the projects from the supplier to
customers.
Team Member Name
Project Sponsor Central bank Governor, Dr. Peter Horseman
Key Stakeholders End customer, service manager, supply chain management
Team Lead Company manager, Dr. David Vincent
Team Members Dr. Joel Oscar , Mr. Michael Pablo , Mrs. Alicia Mike and Dr. May Peeler
Process Owner PhD. Mike Drogba
Other N/A

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Timeline by Project
Stage
Milestone Target Completion Date
Define Project Charter and kickoff 30th /June/2019
Measure Define and collect data 1st July/June/2019
Analysis Find causes 5th July/June/2019
Improve Fix causes 17th July/June/2019
Control Standardize the fix 27th July/June/2019
Team charter
Project Title
Improvement of the efficiency of
the customer self-service rate in
a company by application of
Lean six sigma project.
Expectation Example Team Rule
Attendance
The Attendance is compulsory for
member unless otherwise. Report on absence is acceptable 24hrs before.
Participation
The participation of members is
must provided that the team is
allocated a task. 100% members’ contribution rule applied.
Focus
All members should be focused on
topic of discussion whatsoever. Relevancy to the point application rule

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project Title
Improvement of the efficiency of
the customer self-service rate in
a company by application of
Lean six sigma project.
Expectation Example Team Rule
Interruptions
No disruptions are allowed not
unless it’s an emergency.
Members should allow each one
time for discussion during
discussion. Full time allocation rule applicable.
Preparation
Tasks allocated should be as per
the time allocated. Timely participation rule.
Timeliness
Time keeping is mandatory and no
extension is allowed. Time limit rule
Decisions
Decision made by the team is
highly valued. No decision is wrong provided it’s precise.
Data
Primary data and secondary data
are allowed for reference. Approved data sources accepted only.
Conflict
Respects are highly valued during
the debate and disagreement. Professional disagreement allowed only.
Other
N/A N/A

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project Title
Improvement of the efficiency of
the customer self-service rate in
a company by application of
Lean six sigma project.
Expectation Example Team Rule
Team Member Role Signature
Dr. Joel Oscar Team coordinator
Mr. Michael Pablo Time keeper
Mrs. Alicia Mike Data recorder
Dr. May Peeler Reference approver
Dr. Peter Horseman Financial sponsor
PhD. Mike Drogba Project manager/owner
Data collection plan
What to be measured Type of the data How the data will be
collected

LEAN SIX SIGMA PROJECT MANAGEMENT 2
1. Customers satisfaction Customers reviews data The collection of the
customers’ satisfaction
regarding the services
provided by the company will
be carried out through reading
out the comment reviews of
the customers (Snee, 2010).
This can be achieved by
involving in the platform
analysis of the company.
Within the company’s remarks
and comment section, the
customers’ reviews will be
obtained (Shenha & Dvir,
2016). Based on the way
customers’ response, the final
discussion on customers’
satisfaction will be analyzed.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
2. Quality of the services
provided
Quality evaluation data The quality of the data
provided by the company will
be collected though getting
personal feed backs of the
ideal customers regarding the
quality of the services they
have been provided. The
suggestions of the customers
will be evaluated to determine
the how quality the services
provided.
3. Self services efficiency Effective self service
operation frameworks data
This will be collected through
sampling a group of the
customers to provide how
effective the self service
customers’ services are in
their opinions (Arnheiter &
Maleyeff, 2015).

LEAN SIX SIGMA PROJECT MANAGEMENT 2
4. Needs of the customers Voice of customers data The data concerning the needs
of the customers will be
provided through sampling a
group of customers on what
should be improved (Steyn,
2012). In addition their needs
will be entered in the excel
spreadsheet for final
interpretations.
Execute data collection plan
Data Data collection plan
Service delivery data The data involving the delivery of the service
will be collected through overall company
working evaluation. The evaluation statistics
will show if the data was provided late or on
time. The evaluation record will be used to
retrieve the data anytime.
Service quality data The data on this will be based on the quality
evaluation matrix of the services provided by