Goals of Lean Six Sigma for Service Evaluation

Before any organization may be transformed into a lean Six Sigma operation, there must be a clear sense of its current state, resources, shortcomings and aspirations. This is the goal of the evaluation stage. By establishing a definitive view of conditions from the start, the success of consequent steps in the lean Six Sigma process becomes more likely.

Lean Six Sigma evaluation essentially involves the creation of a map. The full spectrum of an operation's processes, from resource suppliers to customers, are laid out for study. By considering organizational processes in their entirety, a more accurate review of their value is possible. Redundancies or ineffective processes are more easily identified when viewed within this 'big picture'.

Questions to Consider During Lean Six Sigma Evaluation

The lean Six Sigma evaluation process involves consideration of a series of issue. These questions identify current conditions, as well as any shortcomings, and may be used as a springboard for active evaluation steps.

  • What process definitions, if any, are currently in use?
  • If none exist, what is the reason?
  • How clear and straightforward are the definitions?
  • What processes are involved in the organization's function?
  • What is the goal of these processes?
  • Which processes experience significant issues, and what are these issues?
  • Have these issues been quantified, and how so?
  • How do these issues effect the organization's overall performance?
  • What boundaries are currently perceived by the organization?
  • What are the current and expected resource limitations?
  • What issues and shortcomings are most significant?

Active Lean Six Sigma Evaluation

With the organization's current state essentially 'mapped' out in this manner, the next task is examination of problem areas within all processes. The goal is to uncover areas for lean Six Sigma transformation and uncover the impact of current shortcomings.

  • After reviewing current processes, identify a process improvement opportunity. Focusing on a specific issue at a time simplifies the process of creating effective, measurable improvements.
  • Next, accurately describe the problem in quantifiable terms, and develop a problem statement. This description illustrates the impact a specific issue has upon the organization's overall performance.
  • At this point, it is often helpful to develop a team with an established understanding of the current process. Clarifying preconceived beliefs or eliciting critical commentaries can reveal the root causes of variation and poor performance. This information is particularly helpful in successive lean Six Sigma stages.

Successful lean Six Sigma evaluation generates a wealth of information and resources that illustrate an organization's current state and targeted goals. This data may be used to then create and define solutions for the lean Six Sigma transformation.