Developing Metrics for Lean Six Sigma for Service

As with any measurement system, metrics for a lean Six Sigma for service should provide a meaningful evaluation of existing processes. They are critical to the goal of continuous improvement. For this reason, assuring the quality of the metrics used is vital.

In a lean Six Sigma for service organization, the over-riding focus is on meeting customer requirements at every level. Metrics used to evaluate the performance of processes in this environment must also target the customer to provide meaningful data. With this in mind, any system should indicate how well customer's needs and organizational objectives are satisfied. Measurement should examine customer satisfaction and compare performance against customer requirements.

Developing Metrics

In creating metrics for any task, there are general guidelines to follow. To be effective, the measuring system should :

  • focus solely on the issue at hand
  • generate adequate amounts of useful, relevant data
  • generate clear, understandable results that indicate a course of action
  • generate data pertinent only to the process under study
  • generate data on a timely basis

At the same time, it is important to avoid common pitfalls in the metric development process :

  • Developing metrics for which you cannot collect accurate or complete data.
  • Developing metrics that accurately measure a process, but prompt the alteration of behavior to reach quotas.
  • Developing an excessive amount of metrics, creating unnecessary overhead and red tape.
  • Developing overly complex metrics which are not easily grasped by others.

The Right Kind of Metrics for Service

In a service environment, two types of metrics may be applied; performance metrics and diagnostic metrics. Although both systems share the meeting customer requirements as a goal, they measure different aspects of this goal.

Performance metrics evaluate how well existing services meet client needs. They are externally focused, examining customer requirements and business needs to meet these requirements.

Diagnostic metrics, on the other hand, determine why a particular process falls short of meeting the desired goal. This measurement is internally focused, evaluating the quality and effectiveness of an existing system.

Effective lean Six Sigma for service metrics must first measure external factors. By focusing on the customer first, the measuring system stays true to the goals of lean Six Sigma for service. Internal processes should be reviewed next to identify processes not meeting expectations.

Developing Metrics for Service

To develop metrics specifically for a lean Six Sigma for service organization, keep the following steps in mind :

  • Identify customers and process outputs. Process Block Diagrams or Flowcharts may be useful in this phase.
  • Identify customer needs. Customer interviews or surveys will provide this information.
  • Identify key business objectives
  • Identify performance and diagnostic metrics relevant to the organization. Brainstorming and affinity diagrams are useful means.
  • Align process metrics with those for higher level processes. Develop a table to document the relationship.