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5S – How elements can be applied to Service related Process Improvement?

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5S – How elements can be applied to Service related Process Improvement?

Many service related process (e.g. Insurance claims, processing a tax return) can be quite complex and cumbersome. It is only when these processes are mapped and clearly understood that opportunities to eliminate NVA steps and simplify a process become apparent. In many cases, the ‘As-Is Process’ involves navigating, through a maze of screens of different databases and information sources.

To redesign the ‘To-Be Process’, the Sort and Store elements of the 5S can be very useful to improve the process layout and flow e.g.

  • Simplify work screens in a software application or database by removing the unused or non-required work fields (Sort)
  • For those that are left over, create icons or shortcuts that are easy to see and access (Store)

Submitted by Éamon Ó Béarra, SQT Lean Six Sigma tutor

Related Programmes

5S Workplace Organisation

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