Applying Six Sigma Methodology to Reduce the Lead Time of Service Process; a Case Study Based on Visa Process At Catch My tour (Pvt) Ltd

Abstract

Business organizations make an attempt to apply many strategies to enhance the productivity by improving the process to face the changes in modern competitive market. Sig sigma methodology is one of the strategies that can be applied to improve the processes by reducing the variation in process. It can be applied to both manufacturing as well as to service sector. This study makes an attempt to address the lack of research on applying Six sigma to services sector in Sri Lanka. The main objective of this study is to apply Six Sigma methodology to reduce the lead time of VISA process services in air ticketing service companies to increase the quality of the service. This study was conducted based on Catch my tour pvt ltd Wellawatta. To achieve the study objective primary data are collected by using direct observation method.30 Malysian VISA applications processes are considered as sample of the study. Six Sigma DMAIC Process was used as methodology to reduce lead time of the Malysian VISA process in the considered organization. Statistical regression analysis and statistical Quality control charts and other statistical tools under DMAIC process used to analyse the data.Results revealed that lead time of the Malysian VISA process lead time is reduced from 17 days to 9 days after applying Six Sigma Methodology in Catch my tour pvt ltd Wallawatta. It is clearly highlights that it is able and suitable to apply Six sigma methodology in service sector to reduce the lead time of a service process and improve the quality of the business to address the customer`s requirement of speedy service.