How Much Does It Cost To Fix A Cracked Phone.Com Applying 5s in a Service or Transactional Process

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Applying 5s in a Service or Transactional Process

In the process of service, the customer is often waiting at the counter, on the other side of the phone conversation, walking around your isles, watching your business. In a transaction, the customer frequently visits your website, reviews your products and services, and interacts with technology. Services and transactions interact in today’s world with increasing complexity. Low customer wait time can be a competitive advantage, increased usability with simple graphical user interfaces can be the difference between browsing and selling.

5s is a method used in Lean Six Sigma that has been proven to add value time and time again. I will demonstrate each step of 5s with both service and transaction process.

Sort – Sort an area for what is needed, when needed, in the right amount. In the service process, we can sort products on a shelf in the right quantity to meet customer demand in 1 week, 1 day or less, while others can move to areas with lower demand. In the transaction process, we can sort the most wanted products to the users’ main view, without any distractions leading anywhere other than the checkout queue.

Set-in-Order or Straighten is to set up an area with the exact amount of items needed to complete the tasks in that area. For example, in a service process where coffee and donuts are sold, a setup area for creamer, milk, sugar, chocolate, napkins, stirrers, lids, coffee folders, straws, etc… may be used by a customer . in a transaction process where an application or form is filled out, the fields will be structured in the order in which the information will be entered.

Shine or Clean – Once the service or transaction area has moved all the low demand or low frequency items so that only the high demand items are located, then we clean the area. in the service process we can paint, wash the area, add lighting, clean the floors and fix anything broken. In a transaction process, we can highlight the area that users’ eyes should focus on, offer examples or links to help, remove any clutter that may confuse the user when completing the transaction, and reduce the number of steps that the transaction can take.

Standardization means stabilization with process control. Visual controls work great, but the best approach is Poke-Yoke, also called error-proofing, where the possibility of a defect is eliminated. In the service process, we can add labels, add wheels to make moving easier, set up a replenishment signal to restock, create a daily checklist to ensure the area is up to standard. In a transaction process, we can add input masks to fields, use search fields for standard input options, use color and visual cues to increase usability.

Sustaining profits is about controlling processes so that continuous improvement is progressing against deviation in both operational and financial metrics. In the service process, a schedule and checklist are often assigned to the entire team, SOPs are sometimes used for training, and indicators with simple performance results in red, yellow, green are often used. A transaction process also uses metrics, usability testing with checks after maintenance or updates that would affect a change in a transaction, and performance testing.

Safety, service and security are frequently checked in all phases of 5s. 5s in the service and transaction process save time, rework, reduce defects, less waiting, less demand and increased sales.

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