Aim of this thesis is to show practical usage of Six Sigma tools. Six sigma is considered a system of quality control, managerial style or methodology. It is always supported by solid data as it originates in statistics.. Concept is used for improvement of current processes, design of new ones or their better management with one ultimate goal -- refinement of business results. Core of its success is a customer oriented focus and expectation fulfilment. Six Sigma tools can be employed across all business actvities from manufacture to administration. Practical part describes employment of Six sigma tools in four separate chapters. Tools were applied on a real existing company. I am focused on Voice of Customer in the first chapter, which is essential for all other activities across company. Its strong feature is customer feedback. Next chapter deals with 5S tools and their implementation in manufacturing plants and their benefits for company. Third and last chapter describe two projects, which were implemented to back office. Refinement processes were based on DMAIC procedure. Their goal was to accelerate pricing process and sublime output, which is critical for management decision.

Traditional project management has been implemented by most of the companies in today’s business world in order to monitor and control the projects (Tonnquist, 2008). Project management techniques have been proven for decades and its performance has been maximized (Heldman, 2011). We think that the PM techniques have gradually reached its limits. For today’s companies, it is vital to find a more effective and innovative method which can be integrated into the project management in order to maintain their competitive advantages (Pyzdek, 2003).   As a relatively new business management approach and strategy, Six Sigma seeks to improve the quality of the product and process by using some quantitative methods and tools (Michalski, 2003). Actually, Six Sigma has been broadly implemented in many companies and received a positive effect (Pande et al., 2000). However, most of the Six Sigma usage happens just in the Six Sigma projects and these projects need the great support from the top-management level and require plenty of resources for training and maintain (Pande et al., 2002).   The purpose of this thesis is to suggest an approach/methodology for how simple Six Sigma tools and methods can be combined with the traditional project management. In this case, those non-Six Sigma projects can still use some easy Six Sigma techniques to maximize the benefits. In order to achieve this purpose, the following methodologies are implemented: literature review to identify relative factors including quality, time, cost, communication and customer satisfaction, surveys and interviews to find out the current situations and problems in Siemens Industrial Turbo machinery (SIT) project management, empirical studies to develop some models and methods in which Six Sigma tools are integrated in the project management in SIT.   In this thesis, based on the empirical research of the case company of SIT, we are going to suggest some Six Sigma tools to be integrated into project management. The research questions include:   How can the selected Six Sigma tools improve the project management? The Pros and Cons of implementing Six Sigma methods and tools in the project management. What tools of Six Sigma are suitable to increase the performance of the project management in SIT   As the result of this thesis work, once it is testified it is feasible and fit in the SIT project management process, we think that there is a great chance it should be amplified and spread to many more business areas.

LundbergDesign har tagit fram ett armaturkoncept för ateljé Lyktan som de vill börja tillverka. Att utveckla denna armatur skulle vara studenternas huvuduppgift under examens-arbetet. Samtidigt skulle de också utvärdera ateljé Lyktans nya produktutvecklingsprocess, FPM, som de fått av systerföretaget Fagerhult. Utgångspunkten var att processen var för stor och komplex för Lyktan och att processen således behövde anpassas till deras verksamhet, som är mindre än Fagerhults. Huvuduppgiften för examensarbetet kom att ändras, då utvecklingsprocessen för armaturen försenades på grund av problem med att hitta en leverantör av en komponent. Istället fokuserade examensarbete nu på att utvärdera processen, och armaturprojektet användes istället som en fallstudie. Två utvärderingsmetoder för processen studerades och vägdes mot varandra, varav den ena, PAIN, valdes. Processens ritades upp i en processkarta och analyserades sedan aktivitet för aktivitet med bland annat intervjuer av medarbetare och SIPOC. Utfallet från analyser resulterade i en önskvärd processkarta och ett antal rekommendationer. Under analysens gång fångades åsikter från medarbetare upp och allmänna rekommendationer som inte direkt berör processen är också en del av resultatet. Eftersom alla analyser, utöver litteraturstudier, bygger på medarbetares erfarenheter av processen vilken inte hunnit genomföras så många gånger på företaget, påverkas resultatet av detta. Faserna är olika djupgående analyserade beroende på studenternas erfarenhet av produktutvecklingsprocessen, fallstudien, samt företagets egen erfarenhet av processen. / LundbergDesign has designed a concept of a luminaire for ateljé Lyktan which they intend to manufacture. To develop this luminaire, was supposed to be the main task for the bachelor thesis. A parallel task was to evaluate ateljé Lyktan’s recently implemented product development process, FPM, which they obtained from their sister company, Fagerhult. The main task for the thesis was changed due to delays in the luminaire project, which had problems finding a supplier for a part. Instead, the evaluation of the development process was now the main focus, and the luminaire project was used as a case study of the process. For evaluating the process two methods were considered of which one was chosen, PAIN. The process was first drawn as a process map and then analyzed activity by activity with, among other, interviews of staff and SIPOC. The outcome from the analyses resulted in a "should be"- process map and recommendations. During the analysis opinions from the staff was taken under consideration and general recommendations, that not directly concern the process, are also a part of the result. All analyses, apart from being based on literature studies, are also based on the staff’s experience of the process within the company. The process has not been performed more than a few times and the results are affected by this. The analyses of the phases are varying in depth depending on the students’ experience in the product development process, the case study, and the company’s own experience of the process.

Orientador: Paulo Eduardo de Abreu Machado / Resumo: O desenvolvimentos de protocolos para qualificação se baseia na necessidade do fornecimento de evidências documentadas de que qualquer componente do equipamento funcionem realmente de acordo com o pretendido, conduzindo a resultados esperados. O processo de qualificação ocorre essencialmente em três estágios: qualificação de instalação, qualificação de operaçãoe qualificação de desempenho. A portaria nº158/2016 do Ministério da Saúde determina que todo serviço de hemoterapia e hematologia possua protocolos de qualificação para todos os equipamentos envolvidos com o Ciclo do Sangue.Para elaboração dos protocolos foi inicialmente realizado o mapeamento do processo com a ferramenta SIPOC, posteriormente os estudos dos manuais técnicos dos equipamentos e definição dos critérios de aceitação, resultandona identificação da interdependência entre as áreas que compõem o ciclo do sangue; assim como os requisitos de cada processo e a descrição das técnicas de mediçãoe a necessidade da monitoração e controle de cada etapa. Foi possível ainda descrevercada método e instrumentos para qualificação baseados no parque de equipamentos do Hemocentro de Botucatu. Com a elaboração dos protocolos o serviço passa a atender os requisitos estabelecidos por normas e portarias, além da possibilidade de servir como base de um projeto piloto para auxiliar serviços de hemoterapia que ainda não realizem qualificação, visto que os regulamentos apontam as obrigatoriedades destas ações, no entanto não apre... (Resumo completo, clicar acesso eletrônico abaixo) / Mestre

Submitted by VINICIUS TADEU RAMIRES null (viniciusramires@gmail.com) on 2017-04-12T18:44:05Z No. of bitstreams: 1 dissertação Vinicius Ramires.pdf: 458186 bytes, checksum: d5a447d58ce2ccb6cd805522db4f8881 (MD5) / Approved for entry into archive by Luiz Galeffi (luizgaleffi@gmail.com) on 2017-04-18T12:54:30Z (GMT) No. of bitstreams: 1 ramires_vt_me_bot_patente.pdf: 555072 bytes, checksum: bd6a16682391d093d6fdaa6efdc7a070 (MD5) / Made available in DSpace on 2017-04-18T12:54:30Z (GMT). No. of bitstreams: 1 ramires_vt_me_bot_patente.pdf: 555072 bytes, checksum: bd6a16682391d093d6fdaa6efdc7a070 (MD5) Previous issue date: 2017-02-22 / O desenvolvimentos de protocolos para qualificação se baseia na necessidade do fornecimento de evidências documentadas de que qualquer componente do equipamento funcionem realmente de acordo com o pretendido, conduzindo a resultados esperados. O processo de qualificação ocorre essencialmente em três estágios: qualificação de instalação, qualificação de operaçãoe qualificação de desempenho. A portaria nº158/2016 do Ministério da Saúde determina que todo serviço de hemoterapia e hematologia possua protocolos de qualificação para todos os equipamentos envolvidos com o Ciclo do Sangue.Para elaboração dos protocolos foi inicialmente realizado o mapeamento do processo com a ferramenta SIPOC, posteriormente os estudos dos manuais técnicos dos equipamentos e definição dos critérios de aceitação, resultandona identificação da interdependência entre as áreas que compõem o ciclo do sangue; assim como os requisitos de cada processo e a descrição das técnicas de mediçãoe a necessidade da monitoração e controle de cada etapa. Foi possível ainda descrevercada método e instrumentos para qualificação baseados no parque de equipamentos do Hemocentro de Botucatu. Com a elaboração dos protocolos o serviço passa a atender os requisitos estabelecidos por normas e portarias, além da possibilidade de servir como base de um projeto piloto para auxiliar serviços de hemoterapia que ainda não realizem qualificação, visto que os regulamentos apontam as obrigatoriedades destas ações, no entanto não apresentam modelos para seu desenvolvimento. / The development of protocols for qualification is based on the need to provide documented evidence that any component of the equipment actually functions as intended, leading to expected results. The qualification process takes place essentially in three stages: qualification of installation, qualification of operation and qualification of performance . Ministry of Health Order n.158 / 2016 has decided that all hemotherapy and hematology services have qualification protocols for all equipment involved with the Blood Cycle. In order to elaborate the protocols, it was initially done the process mapping with the SIPOC tool, later the studies of the technical manuals of the equipment and definition of the acceptance criteria, resulting in the identification of the interdependence between the areas that form the blood cycle; As well as the requirements of each process and the description of measurement techniques and the need for monitoring and control of each step. It was also possible to describe each method and instruments for qualification based on each family of equipment of the equipment park of BotucatuHemocenter. With the elaboration of the protocols, the service will meet the requirements established by norms and ordinances, as well as the possibility of serving as the basis of a pilot project to assist hemotherapy services that still do not qualify, since the regulations indicate the obligation of these actions, however they do not present models for their development.

Esta dissertação aborda o problema da falta conhecimento a respeito do processo de mapeamento e avaliação das tarefas executadas pelos consumidores em processos de serviços reais. De fato, a literatura acerca da construção de mapas que permitam visualizar as tarefas desempenhadas pelos consumidores nos processos de serviço ainda se mostra escassa o que motiva o desenvolvimento de pesquisas que venham a contribuir para a sistematização e difusão de tal prática. Neste contexto, este trabalho objetiva contribuir com o gerenciamento e controle das operações de serviço verificando como a participação do consumidor nos processos de serviço pode ser mapeada e medida. Desta forma são considerados os seguintes objetivos específicos: a) Verificar como a literatura propõe a construção de mapas para visualizar as tarefas executadas pelos consumidores em processos de serviço; b) Aplicar o Mapa de Consumo em casos reais de serviço detalhando como a construção deste mapa pode ser conduzida, identificando e medindo as tarefas desempenhadas pelos consumidores; c) Identificar as principais dificuldades encontradas na construção do Mapa de Consumo e medição das tarefas dos consumidores. As principais ferramentas identificadas na revisão da literatura para a forma de mapeamento focada foram o SIPOC, Blueprint, Mapa de Consumo, Carta de Atividades e SERVPRO. Realizou-se então uma análise comparativa das mesmas, procurando-se destacar aspectos singulares da forma como propõem que a participação do consumidor no processo de serviço seja visualizada. Para se coletar dados empíricos sobre a aplicação de uma ferramenta de mapeamento com o propósito de representar e analisar a participação do consumidor, a pesquisa explora o potencial de aplicação da ferramenta Mapa de Consumo, proposta por Womack e Jones (2006), no estudo das tarefas e interações que compõem processos de serviço em que o consumidor atua como coprodutor, exercendo papel fundamental para concretização do serviço. Assim, o escopo desta pesquisa foi delimitado à consideração de processos de serviço do tipo faça você mesmo com interação remota e com interação presencial, entre cliente e provedor, em casos nos quais a variabilidade do processo é baixa. O serviço do tipo faça você mesmo com interação remota selecionado como objeto de estudo foi um processo de compra coletiva pela internet, e para seu mapeamento foram adotados os métodos de coleta de dados por estudo de caso, utilizando a empresa provedora do serviço como fonte de dados, e experimento, recorrendo aos seus consumidores como fonte de dados. Para o serviço do tipo faça você mesmo com interação presencial, selecionou-se o processo de estacionar o carro em um shopping center, e para seu mapeamento foi adotado o método de coleta de dados por meio de uma enquete realizada in loco com seus consumidores. Ao final da pesquisa, conclui-se que a construção e aplicação do Mapa de Consumo para os processos de serviço do tipo faça você mesmo, tanto na modalidade com interação remota como na modalidade com interação presencial são viáveis e que as principais dificuldades acerca da construção dos mapas referem-se ao tempo requerido para coleta dos dados e a adesão de participantes à pesquisa. Além disso, são elencadas propostas para o desenvolvimento de pesquisas futuras relacionadas ao tema abordado nesta dissertação. / This dissertation examines the problem of lack of knowledge about the process of mapping and evaluating the tasks performed by consumers in real service processes. Indeed, the literature about the construction of maps that enable the visualization of tasks undertaken by consumers in service processes are still scarce, what motivates the development of research works that might contribute to the systematization and dissemination of such practice. In this context, this work aims at contributing to the management and control of service operations, by examining how the consumer participation in service processes can be mapped and measured. Thus, the following objectives are considered: a) Verify how the literature proposes the construction of maps to visualize the tasks performed by consumers in service processes; b) Apply the Consumption Map in cases of real service detailing how the construction of this map can be conducted, by identifying and measuring tasks undertaken by consumers; c) Identify the main difficulties encountered in the construction of Consumption Map and in the measurement of consumer tasks. The main tools identified in the literature review to address this kind of mapping were SIPOC, Blueprint, Consumption Map, Activity Chart and SERVPRO. A comparative analysis of these tools was developed seeking to highlight unique aspects of the way how they propose that consumer participation in the service process be displayed. To collect empirical data on the application of a mapping tool with the purpose of representing and analyzing the participation of consumer, the research explores the potential application of the Consumption Map tool, proposed by Womack and Jones (2006), in the study of tasks and interactions that compose service processes in which the consumer acts as co-producer, playing a fundamental role for the realization of the service. Therefore, the purpose of this research was limited to the analysis of service processes of \"do it yourself\" type with remote interaction and with face-to-face interaction between customer and provider, in cases in which process variability is low. The \"do it yourself\" type of service with remote interaction selected as the object of the study was a process of shared shopping by the internet, and for its mapping the data collection method adopted were the case study, using the service provider company as data source, and experiment, using its consumers as data source. For the \"do it yourself\" type of service with face-to-face interaction, it was selected the car parking process in a shopping center, and the data collection method adopted for its mapping was a survey conducted in situ with its consumers. At the end of the research, it is concluded that the construction and application of Consumption Map for service processes of \"do it yourself\" type, either in remote interaction mode or in face-to-face interaction mode are feasible and that the main difficulties in the construction of the maps refer to the time required for data collection and the adherence of participants to the research. Also, proposals for the development of future research related to the topic covered in this dissertation are listed.

Esta dissertação aborda o problema da falta conhecimento a respeito do processo de mapeamento e avaliação das tarefas executadas pelos consumidores em processos de serviços reais. De fato, a literatura acerca da construção de mapas que permitam visualizar as tarefas desempenhadas pelos consumidores nos processos de serviço ainda se mostra escassa o que motiva o desenvolvimento de pesquisas que venham a contribuir para a sistematização e difusão de tal prática. Neste contexto, este trabalho objetiva contribuir com o gerenciamento e controle das operações de serviço verificando como a participação do consumidor nos processos de serviço pode ser mapeada e medida. Desta forma são considerados os seguintes objetivos específicos: a) Verificar como a literatura propõe a construção de mapas para visualizar as tarefas executadas pelos consumidores em processos de serviço; b) Aplicar o Mapa de Consumo em casos reais de serviço detalhando como a construção deste mapa pode ser conduzida, identificando e medindo as tarefas desempenhadas pelos consumidores; c) Identificar as principais dificuldades encontradas na construção do Mapa de Consumo e medição das tarefas dos consumidores. As principais ferramentas identificadas na revisão da literatura para a forma de mapeamento focada foram o SIPOC, Blueprint, Mapa de Consumo, Carta de Atividades e SERVPRO. Realizou-se então uma análise comparativa das mesmas, procurando-se destacar aspectos singulares da forma como propõem que a participação do consumidor no processo de serviço seja visualizada. Para se coletar dados empíricos sobre a aplicação de uma ferramenta de mapeamento com o propósito de representar e analisar a participação do consumidor, a pesquisa explora o potencial de aplicação da ferramenta Mapa de Consumo, proposta por Womack e Jones (2006), no estudo das tarefas e interações que compõem processos de serviço em que o consumidor atua como coprodutor, exercendo papel fundamental para concretização do serviço. Assim, o escopo desta pesquisa foi delimitado à consideração de processos de serviço do tipo faça você mesmo com interação remota e com interação presencial, entre cliente e provedor, em casos nos quais a variabilidade do processo é baixa. O serviço do tipo faça você mesmo com interação remota selecionado como objeto de estudo foi um processo de compra coletiva pela internet, e para seu mapeamento foram adotados os métodos de coleta de dados por estudo de caso, utilizando a empresa provedora do serviço como fonte de dados, e experimento, recorrendo aos seus consumidores como fonte de dados. Para o serviço do tipo faça você mesmo com interação presencial, selecionou-se o processo de estacionar o carro em um shopping center, e para seu mapeamento foi adotado o método de coleta de dados por meio de uma enquete realizada in loco com seus consumidores. Ao final da pesquisa, conclui-se que a construção e aplicação do Mapa de Consumo para os processos de serviço do tipo faça você mesmo, tanto na modalidade com interação remota como na modalidade com interação presencial são viáveis e que as principais dificuldades acerca da construção dos mapas referem-se ao tempo requerido para coleta dos dados e a adesão de participantes à pesquisa. Além disso, são elencadas propostas para o desenvolvimento de pesquisas futuras relacionadas ao tema abordado nesta dissertação. / This dissertation examines the problem of lack of knowledge about the process of mapping and evaluating the tasks performed by consumers in real service processes. Indeed, the literature about the construction of maps that enable the visualization of tasks undertaken by consumers in service processes are still scarce, what motivates the development of research works that might contribute to the systematization and dissemination of such practice. In this context, this work aims at contributing to the management and control of service operations, by examining how the consumer participation in service processes can be mapped and measured. Thus, the following objectives are considered: a) Verify how the literature proposes the construction of maps to visualize the tasks performed by consumers in service processes; b) Apply the Consumption Map in cases of real service detailing how the construction of this map can be conducted, by identifying and measuring tasks undertaken by consumers; c) Identify the main difficulties encountered in the construction of Consumption Map and in the measurement of consumer tasks. The main tools identified in the literature review to address this kind of mapping were SIPOC, Blueprint, Consumption Map, Activity Chart and SERVPRO. A comparative analysis of these tools was developed seeking to highlight unique aspects of the way how they propose that consumer participation in the service process be displayed. To collect empirical data on the application of a mapping tool with the purpose of representing and analyzing the participation of consumer, the research explores the potential application of the Consumption Map tool, proposed by Womack and Jones (2006), in the study of tasks and interactions that compose service processes in which the consumer acts as co-producer, playing a fundamental role for the realization of the service. Therefore, the purpose of this research was limited to the analysis of service processes of \"do it yourself\" type with remote interaction and with face-to-face interaction between customer and provider, in cases in which process variability is low. The \"do it yourself\" type of service with remote interaction selected as the object of the study was a process of shared shopping by the internet, and for its mapping the data collection method adopted were the case study, using the service provider company as data source, and experiment, using its consumers as data source. For the \"do it yourself\" type of service with face-to-face interaction, it was selected the car parking process in a shopping center, and the data collection method adopted for its mapping was a survey conducted in situ with its consumers. At the end of the research, it is concluded that the construction and application of Consumption Map for service processes of \"do it yourself\" type, either in remote interaction mode or in face-to-face interaction mode are feasible and that the main difficulties in the construction of the maps refer to the time required for data collection and the adherence of participants to the research. Also, proposals for the development of future research related to the topic covered in this dissertation are listed.

The topic of this diploma thesis is Process innovation for a national branch of se-lected multinational IS/ICT company. The aim of the thesis is to improve corporate process based on the process analysis methodologies and evaluate the effectiveness of the proposed change. The theoretical part is devoted to the basic terms such as process management, modeling and process improvement. The practical part is de-voted to the description of the original process, its analysis and proposed process improvement. The process is analyzed by DMAIC method in conjunction with model SIPOC. The proposed solution is to implement a system of interactive voice re-sponse, which has a positive effect on the productivity of the team during the pro-cess of providing credit limit. The remaining part of the thesis is devoted to evalua-tion of the effectiveness of the proposed change and the possibility of its implemen-tation also to other branches with similar business goals.

The topic of the thesis Process Innovation for the Selected Company is to analyze the process of setup new customer/entity into the company’s database system. The main aim of the thesis is to analyze the process of setup with all steps related, evaluate the process and propose the improvement of the process weaknesses. Practical part describes the current processes the company is operating on, this process is mapped by the process map and analyze using the DMAIC analysis with application of SIPOC and FMEA. The result of the thesis is proposal of the new process with changes of owners and its responsibilities of the individual process steps. The implementation of the new process improves the efficiency and decrease the idle time between the individual steps, what would shortage the overall time of the process. The remaining part of the thesis evaluate of the effectiveness of the proposed process changes and the possibility of its implementation in similar FSSC on the global market.

The aim of this thesis is to understand problematic of development process of a new product in Automotive industry, especially for Development department. The data obtained in the Automotive industry was processed using a variety of methods for description and optimization of processes in order to create leaner and more flexible process. The contribution of this thesis is an overview of process issues and the application of methods, which ensure process change based on identified recommendations, reduction of administrative work, definition of responsibilities and increase transparency across the process in WITTE Automotive