Agile six sigma for services (Asss): A new approach to improve human activities efficiency

The present study analyzes the DMAIC-DMADV application to a service process. In particular, the aim of the work is to DEFINE, MEASURE and ANALYSE, and consequently IMPROVE and CONTROL (through a reDESIGNING and VERIFICATION of the procedure), the time variability in field monitoring activities assigned to different operators. Main causes of variability have been pointed out, due both to errors in the "design" process rather than operative factors (different operators, te chnical problems, environmental conditions etc.). The application of Lean Six Sigma (LSS) tools to s ervices and human activities needed a redefinition of the classical methodology, the need of "standardization" of procedures and the investigation of the required tools, because of the special output of the process, strongly linked to human factors. For those reasons, a new approach for the application of Six Sigma to Services is required, starting from the integration of modern management techniques: Lean Six Sigma and Agile Project Management: Agile Six Sigma for Services – ASSS. A characteristic of quality in manufacturing is generally tangible (size, weight etc..), instead for human activities, the service quality is more difficult to measure and the time of execution is one of the interesting parameters, as well as accuracy. Therefore, even if a service procedure should be considered as an operation, as well as in the considered case study ( field monitoring activities), the strong presence of human factors and the constant interaction with internal and external variables, customers included, suggest a management as a recursive project we need to improve, where time or completion is expected and not deterministic.