Achieving service excellence is crucial for organizations in today's competitive business environment
since great service makes customers feel valued, result in positive experiences and often leads to word-of-mouth marketing where a satisfied customer becomes your brand ambassador.
Service excellence does not mean only providing luxury level services to your clients; it means the ability to provide good service, consistently – service that meets and exceeds the customer expectations.
Lean six sigma can be implemented in service organisations, provided there is a culture that supports the continuous improvement of service delivery processes. This includes providing training and support for employees, promoting a focus on data and continuous improvement, and creating a supportive work environment that encourages creativity and risk-taking.
In addition, organizations must also have the right tools and resources in place, including software, training, and personnel. Lean Six Sigma projects should be led by trained and experienced project leaders who understand the methodology and can guide teams to success.
What is service excellence?
Lean six sigma methodologies have been successfully used across most industries and even in the service sector. However, the service industry has its own characteristics that differentiate it from manufacturing and other industries, making it challenging to apply the lean six sigma principles. Some of them are –
Intangibility: Services cannot be consumed, or objectively measured; rather they are perceived.
Inseparability: Delivery and consumption of service is simultaneous. Having customers waiting involves managing their emotions as well; a challenge that is not present in the manufacturing sector.
Perishability: The delivery of a service cannot be inventoried. They have to be delivered as per the demand.
Variability: Each service is a unique requirement, depending on a lot of ever-changing conditions. Similar services cannot be maintained for all consumers, leading to varied consumer experiences.
The above inherent factors make it harder for service-oriented organisations like hospitality, banking and healthcare companies to implement lean six sigma methodologies. Yet, implementation of the lean six sigma methodologies in service organisations are proven to be highly beneficial. Here are some benefits –
Identification and elimination of waste: Data and statistical analysis which are part of the Lean Six Sigma methodologies can help organizations to identify areas for improvement, reduce cycle times, and improve the overall quality of service delivery. This can result in increased customer satisfaction, reduced costs, and improved efficiency.
Design and implement innovative service delivery processes: The DMADV process (Define, Measure, Analyze, Design, Verify) can be used to develop new and improved service delivery processes that meet customer needs, improve quality, and increase efficiency.