六標準差（Six Sigma）為目前最受矚目與重視的品質活動，而精實生產方式（Lean Production System）係以及時化（Just-In-Time, JIT）及自働化（Jidohka）兩大概念，所發展出來的合理化生產系統。此二者俱以變異為基礎的思考（Variation-based Thinking），協助企業改善流程、提昇品質、生產力與競爭地位，其整合並被視為下一波管理思潮的新趨勢。 此外，若論及產業特性，服務產業有別於製造業，其特有的服務（Service）、交易業務（Transaction）與其他非製造性（Non-Manufacturing）流程，往往存在更多浪費與更多的改善機會，卻更為強調顧客滿意經營。 本研究鑑於研究缺口與實務發展之需，提出六標準差與精實生產方式應用於服務業之整合模式（Lean Six Sigma for Service，LS3）。本模式以精實生產方式減少內部浪費，並以六標準差導向顧客滿意之追求，不但兼顧企業內部與外部顧客之觀點，亦兼顧精實速度與六標準差之高品質。 / “Six Sigma” is one of the most popular quality initiatives recently. “Lean Production System” is the world famous production system developed and practiced by Toyota mobile company for a long time. It based on two concepts: “Just-In-Time” and “Jidohka”. Both two are based on the variation thinking to improve business process, enhance quality, production and competitive position. Besides, the integration of them is viewed as a new trend in the next management wave. Moreover, regarding to the industry characteristics, service industry is quite different from manufacturing industry. Even though there are more wastes and improvement opportunities, the application of Six Sigma, Lean Production System or their integration in service industry is quite few neither in literatures nor practice. This research proposes the Lean Six Sigma integration model based on the research gap and the practical need, and then adapt it for service industry. The model is named as “Lean Six Sigma for Service (LS3)” in this research. It balances the viewpoints of internal and external customers, and gives consideration to the Lean speed as well as Six Sigma high quality. Also, this research tries to contribute to the enhancement of management technology. / 目 錄 中文摘要………………………………………………………………………………I 英文摘要………………………………………………………………………………Ⅱ 誌謝……………………………………………………………………………………Ⅲ 目錄……………………………………………………………………………………Ⅳ 表目錄…………………………………………………………………………………Ⅶ 圖目錄…………………………………………………………………………………Ⅷ 第一章 緒 論…………………………………………………………………………1 1.1 研究背景與動機………………………………………………………………1 1.2 研究目的………………………………………………………………………4 1.3 研究範圍與限制………………………………………………………………5 1.4 研究方法………………………………………………………………………6 1.5 研究架構………………………………………………………………………7 第二章 文獻探討…………………………………………………………………8 2.1 六標準差………………………………………………………………………8 2.1.1 六標準差之發展沿革………………………………………………………8 2.1.2六標準差之定義與各家說法………………………………………………12 2.1.3 六標準差之組織架構及人員角色…………………………………………17 2.1.4 六標準差之改進循環………………………………………………………21 2.1.5 六標準差主要之八大工具…………………………………………………27 2.1.6 六標準差之推行現況………………………………………………………29 2.1.7 六標準差之運作特點………………………………………………………30 2.2 精實生產方式…………………………………………………………………31 2.2.1 精實生產方式之發展沿革………………………………………………31 2.2.2精實生產方式之定義…………………………………………………….34 2.2.3 精實生產方式之構成要素………………………………………………34 2.2.4 精實生產方式之推展步驟………………………………………………40 2.2.5 精實生產方式之運作特點………………………………………………42 2.3服務業…………………………………………………………………………46 2.3.1 服務業之定義……………………………………………………………46 2.3.2 服務業之特性……………………………………………………………48 第三章 模式建構…………………………………………………………………52 3.1 精實六標準差應用於服務業之綜觀（LS3 Overview）……………………52 3.2 導引階段（Lead Phase）……………………………………………………………56 3.3 研究階段（Study Phase）……………………………………………………………65 3.4 流暢階段（Smooth Phase）…………………………………………………………70 3.5 維持階段（Sustain Phase）…………………………………………………………73 第四章 模式驗證.…………………………………………………………………81 4.1 問卷對象…….………………………………………………………………81 4.2 專家意見…….………………………………………………………………83 第五章 結論與建議…………………………………………………………………84 5.1 研究結論……………………………………………………………………84 5.2 研究貢獻……………………………………………………………………85 5.3 後續研究建議………………………………………………………………86 參考文獻……………………………………………………………………………87 附錄A 專家訪談調查函……………………………………………………………93 附錄B 專家訪談問卷內容…………………………………………………………94 表 目 錄 表 2.1 六標準差的發展階段………………………………………………………12 表 2.2 標準差換算表………………………………………………………………14 表 2.3 六標準差方法論DMAIC………………………………………………………22 表 2.4 六標準差設計方法論DMADV……….………………………………………23 表 2.5 六標準差「工具的21個整合步驟：研發流程」…………………………25 表 2.6 豐田生產系統之「實驗」……………………………………………………44 表 3.1 LS3之內容要項與工具……………………………………………………54 圖 目 錄 圖 1.1 研究流程圖………………………………………………………………6 圖 2.1 製程中心飄移1.5標準差的情形………………………………………13 圖 2.2 典型的六標準差組織圖.…………………………………………………17 圖 2.3 執行六標準差之八大步驟…….…………………………………………27 圖 2.4 六標準差之八大工具…..…………………………………………………28 圖 2.5 精實生產方式五大主要要素…….………………………………………36 圖 2.6 消除浪費要素……………………………………………………………37 圖 2.7 全面品質要素………………………………………………………………38 圖 2.8 人員準備要素………………………………………………………………39 圖 3.1 LS3運作架構圖………………………………………………………………53 圖 3.2 LS3運作模式之工具總覽……………………………………………………55 圖 3.3 導引階段之使用工具………………………………………………………57 圖 3.4 研究階段之使用工具………………………………………………………66 圖 3.5 流暢階段之使用工具………………………………………………………70 圖 3.6 維持階段之使用工具………………………………………………………74

The thesis deals with the application of Lean management in optimizing business processes, namely logistics processes. The author narrows the theoretical view as possible in today's practice to optimize the logistics processes in the real case study of a company. One of the theoretical foundations of modern Japanese approach based on Lean Management is called Toyota Production System. The practical focus of the work lies in analysis of the actual deployment of optimization in company specialized in hotel industry. Finally, thesis evaluates the success of optimization in the organization. The author has proposed some practical pieces of advice and techniques to approach optimization in near future.

This thesis is focused on some ways of optimizing logistic processes. In the theoretical part are described important terms which are going to introduce the reader to the processes, their analysis followed by optimization. Then there is the space devoted to the metrics by which processes are possible to be evaluated and managed. The practical part offers case study. It contains introduction to the organization, mapping of their processes, analysis of warehouse processes, and their subsequent evaluation and proposed improvements. Suggested improvements were made in the spirit of Lean Management. As another proposal to improve warehouse processes an analysis of inventories have been made and evaluated, which resulted in proposal for new layout of the warehouse, which will encourage further optimization.

This thesis deals with the current state of assembly workplace for prefabrication in selected company. Using lean manufacturing principles it describes and subsequently eliminating all forms of waste that occur in the workplace. Part of the project is to design a new layout of the manufacturing cell, operation balancing and standardize the work of operators in the process. The project aims to achieve the planned production volumes at the same or lower operating costs.

Anecdotal data affirms that companies applying Lean Six Sigma in their operations not only deliver higher quality products and services, but also obtain superior financial results. The goal of this research was to empirically verify anecdotal data. The study proposed to analyze a group of publicly traded manufacturing companies with the intent of verifying if a correlation exists between companies being lean and the attainment of superior returns on investments. The researcher performed a series of statistical tests comparing key Financial Performance Indicators (FPI) extracted from annual reports (10-K) from a large pool of companies. The outcome of this study showed that superior financial rewards result from a systematic application of lean and quality tools. At the conclusion of this thesis we verified that companies having a business model that stimulates a high level of communication between them and their markets - because they are lean - obtained substantially higher financial advantages when compared to companies that still followed a more traditional mode of production. The results also revealed that lean companies obtained on average Return on Invested Capital (ROIC) 10% higher than mass producers. Therefore, companies wanting to strategically invest their capital should consider Lean Six Sigma as a source of competitive advantage. Another strategic insight derived from this study was the recognition of signs of a smart business. Potential investors should look for the presence of lean and quality improvement programs as one sign that capital is being wisely invested to generate value. Another sign is how well historically ROIC have performed against Weighted Average Cost of Capital (WACC). The research revealed that, on average, lean companies had ROIC of 16%. Assuming that the hurdle rate (WACC) for most companies is near 10%, having ROIC of 16% is an incentive to become lean, thus allowing such companies to create value for their shareholders. Finally, we learned that many factors affect ROIC, namely, brand equity, market positioning, patents, core competency, innovation, leadership, etc. However, the presence of a Lean Six Sigma program in a manufacturing business was a strong positive factor impacting ROIC.

The productivity advances generated from lean manufacturing are self-evident. Plants that adopt lean are more capable of achieving high levels of quality, shorter lead times, and less waste in the system. While it seems logical that higher levels of productivity and quality, as is common in lean companies, should result in positive financial performance, the research community has failed to establish the financial profitability of lean. Those researchers who have studied the financial returns issue report varying results. The goal of this research was to determine if a connection exists between lean and financial success and to discover why so many researchers are finding mixed results. Information Velocity (IV) was theorized to provide the solidifying link between lean and financial performance. Measured by combining the environmental volatility with a company's leanness, IV measures how fast a company can transmit information from the market into a customer-satisfying product in the hands of the consumer. This study analyzed over 530 publicly-traded manufacturing companies to validate the following hypotheses: 1) there is a positive relationship between leanness and financial returns, 2) there is a negative relationship between environmental volatility and financial returns, and 3) there is a positive relationship between IV and financial returns. Regression models were run in various combinations to determine the effect of lean, environmental instability, environmental unpredictability, and IV on financial performance indicators such as return on sales (ROS), return on assets (ROA), and quarter-closing stock price. The outcome of this study showed that financial rewards do result from lean, which positively affected financial performance in almost all scenarios. Environmental instability always negatively correlated with financial returns, and IV mostly shows a positive effect, but with mixed results. Lastly, IV does not explain why researchers find mixed results on the profitability measures of lean. The results of this thesis highlight the significance of implementing lean manufacturing, especially in a dynamic environment. As the instability in the environment increases, profitability decreases. Therefore, an increase in leanness by boosting inventory turns can compensate for the volatility and create enhanced productivity measures and financial results.

<p>Denna rapport är resultatet av ett examensarbete utfört vid Institutionen för industriell och ekonomisk utveckling vid Linköpings universitet på uppdrag av konsultbolaget Sustainia AB. Lean produktion, ofta benämnt Lean, har det senaste decenniet blivit en allt mer attraktiv produktionsfilosofi för att minska kostnader och öka kundnöjdhet genom förbättrad leveransservice och effektivare flöde. Ett flertal författare har påpekat att införandet av Lean direkt kan förbättra ett företags miljöprestanda, främst till följd av det minskade slöseri som Lean avser ge upphov till. Vidare finns studier som visar att vissa möjligheter till förbättringar och kostnadsbesparingar riskerar att gå oupptäckta om verksamheten ses ur ett strikt Lean-perspektiv. Med ett miljösynsätt finns dock chans att dessa blir upptäckta. Detta indikerar att såväl kostnads- som miljömässiga fördelar kan nås genom en integration av arbetet med Lean och miljöaspekter.</p><p>Syftet med detta examensarbete har varit att undersöka hur ett företags arbete med Lean respektive miljöaspekter påverkar varandra för att ta reda på om och hur väl de båda arbetssätten skulle kunna fungera tillsammans. Om det visade sig att en integration av Lean och miljö vore möjlig och fördelaktig ur affärsmässig synvinkel skulle sedermera ett förslag tas fram på hur en sådan modell skulle kunna se ut. Arbetets syfte har uppfyllts genom en kombination av litteraturstudier och intervjuer. Fyra svenska företag som arbetar enligt Lean och även har ett uttalat aktivt miljöarbete intervjuades gällande sitt sätt att arbeta med Lean och miljöfrågor samt hur de såg på en eventuell integration av de två arbetssätten.</p><p>Utifrån resultaten från litteratur- och intervjustudien kan konstateras att flera av grundtankarna inom såväl Lean som miljöarbete stöder varandra. Inom båda arbetssätten ses kontinuerliga förbättringar och eliminering av slöseri som viktiga inslag, och båda främjar en organisationskultur där personalen uppmuntras att lösa problem och förbättra företagets prestation. Vissa enskilda verktyg inom Lean riskerar emellertid att ha en negativ inverkan på företagets miljöprestanda, något som i många fall dock kan avhjälpas genom god planering.</p><p>Till ett företags miljöarbete kan Lean bidra med ett proaktivt förhållningssätt och strukturerat arbetssätt och därmed få organisationen att arbeta mer förebyggande och långsiktigt med miljöfrågor. De intervjuade företagen ansåg att Lean generellt hade en positiv inverkan på deras miljöarbete, även om de inte hade gjort någon utvärdering av hur arbetet med Lean påverkat deras miljönyckeltal. De kvantitativa data som erhölls från litteraturstudien pekade på att arbete med Lean kan leda till en direkt minskning av företagets miljöpåverkan inom flera områden. Med utgångspunkt i dessa kvantitativa och kvalitativa data anser författarna således att det finns starka och tydliga tecken som visar på att Lean kan ha en positiv inverkan på miljörelaterade nyckeltal. Ett aktivt miljöarbete kan å sin sida bidra till arbetet med Lean genom att besparingsmöjligheter, som annars skulle riskerat att förbli oupptäckta, uppdagas.</p><p>Studien visade vidare att det inte bara är möjligt att integrera arbete med Lean och miljö, utan att en sådan integration dessutom har potential att vara fördelaktigt ur såväl ett ekonomiskt som ett miljömässigt perspektiv. En integrering kan minska risken för suboptimeringar, och synergieffekter kan erhållas som innebär att större framgångar kan uppnås än vad som skulle ha varit möjligt om arbetet med Lean och miljö hade bedrivits isolerat. Med vetskapen om att en integration är möjlig och har potential att vara fördelaktig ur företagsekonomisk och miljömässig synvinkel utarbetade författarna en modell för hur Lean och miljöarbete kan bedrivas integrerat. I samråd med Sustainia AB bestämdes att denna modell skulle kallas Green Lean, vilket således åsyftar en miljöanpassad, ”grön” form av Lean.</p> / <p>This report is the result of a master thesis written at the Department of Management and Engineering at Linköping University commissioned by the consultancy firm Sustainia AB.</p><p>Lean production, also known as Lean, has during the last decade increasingly become a more attractive production philosophy for decreasing costs and increasing customer satisfaction by improving customer service and obtaining more efficient production flows. Several authors have pointed out that Lean has the potential to directly improve the environmental performance of a company, mostly by decreasing waste generation. Further, there are studies showing that some possibilities for improvement and cost savings risk not being discovered if the operations are seen strictly from a Lean perspective. When an environmental perspective is included there is a chance that these improvements and cost savings are discovered. This indicates that both environmental and cost related advantages might be achieved by integrating the Lean approach with that of the environment.</p><p>The purpose of this master thesis was to investigate how the work with Lean and environmental aspects affect one another. If applying the two principles together was shown to be both possible and beneficial from a business point of view, the authors would propose how these two concepts could be integrated into a single model. A combination of literature studies and interviews were used to fulfill the purpose. Four Swedish enterprises, which work according to the Lean principles and also have an active environmental profile, were interviewed about their way of working with the two approaches, as well their views on an integration of these.</p><p>From the findings in this study the authors concluded that several of the fundamental concepts concerning Lean and environmental aspects support each other. Within both, continuous improvements and waste elimination are seen as important components, and they both support an organisational culture where the personnel are encouraged to solve problems and improve the performance of the company. Conversely the authors found that there is a risk that certain of the Lean tools risk having a negative influence on the company’s environmental performance. However, in many cases this can be avoided by proactive planning.</p><p>Lean can contribute to a company’s environmental work by its proactive approach, structured way of operating and long-term way of thinking. In general the interviewed companies regarded Lean as having a positive influence on their environmental work, even though none of them had carried out an evaluation on how their work with Lean affected their environmental key performance indicators. The quantitative data obtained from the literature study indicates that Lean can lead to a direct decrease of a company’s environmental impact within several areas. As a result of these qualitative and quantitative data the authors of this thesis have found clear indications showing that Lean might have a positive impact on environmental key performance indicators. An active environmental work can also contribute to the work with Lean. Potential cost saving, which might not have been discovered with the Lean perspective, can be revealed when the organisation is studied from an environmental point of view.</p><p>The study further showed that it not only is possible to integrate Lean and environmental work, but that it also has potential to be beneficial from both a business and an environmental standpoint. An integration of Lean and environmental issues can reduce the risk of sub optimisations, and synergies can be achieved, meaning that the two systems can accomplish more together than they would in isolation. With this knowledge, the authors composed a model for how Lean and environmental work can be practised and integrated. In consultation with Sustainia AB it was decided that this model should be called Green Lean, which hence refers to an environmentally favourable, “green”, version of Lean.</p>

Denna rapport är resultatet av ett examensarbete utfört vid Institutionen för industriell och ekonomisk utveckling vid Linköpings universitet på uppdrag av konsultbolaget Sustainia AB. Lean produktion, ofta benämnt Lean, har det senaste decenniet blivit en allt mer attraktiv produktionsfilosofi för att minska kostnader och öka kundnöjdhet genom förbättrad leveransservice och effektivare flöde. Ett flertal författare har påpekat att införandet av Lean direkt kan förbättra ett företags miljöprestanda, främst till följd av det minskade slöseri som Lean avser ge upphov till. Vidare finns studier som visar att vissa möjligheter till förbättringar och kostnadsbesparingar riskerar att gå oupptäckta om verksamheten ses ur ett strikt Lean-perspektiv. Med ett miljösynsätt finns dock chans att dessa blir upptäckta. Detta indikerar att såväl kostnads- som miljömässiga fördelar kan nås genom en integration av arbetet med Lean och miljöaspekter. Syftet med detta examensarbete har varit att undersöka hur ett företags arbete med Lean respektive miljöaspekter påverkar varandra för att ta reda på om och hur väl de båda arbetssätten skulle kunna fungera tillsammans. Om det visade sig att en integration av Lean och miljö vore möjlig och fördelaktig ur affärsmässig synvinkel skulle sedermera ett förslag tas fram på hur en sådan modell skulle kunna se ut. Arbetets syfte har uppfyllts genom en kombination av litteraturstudier och intervjuer. Fyra svenska företag som arbetar enligt Lean och även har ett uttalat aktivt miljöarbete intervjuades gällande sitt sätt att arbeta med Lean och miljöfrågor samt hur de såg på en eventuell integration av de två arbetssätten. Utifrån resultaten från litteratur- och intervjustudien kan konstateras att flera av grundtankarna inom såväl Lean som miljöarbete stöder varandra. Inom båda arbetssätten ses kontinuerliga förbättringar och eliminering av slöseri som viktiga inslag, och båda främjar en organisationskultur där personalen uppmuntras att lösa problem och förbättra företagets prestation. Vissa enskilda verktyg inom Lean riskerar emellertid att ha en negativ inverkan på företagets miljöprestanda, något som i många fall dock kan avhjälpas genom god planering. Till ett företags miljöarbete kan Lean bidra med ett proaktivt förhållningssätt och strukturerat arbetssätt och därmed få organisationen att arbeta mer förebyggande och långsiktigt med miljöfrågor. De intervjuade företagen ansåg att Lean generellt hade en positiv inverkan på deras miljöarbete, även om de inte hade gjort någon utvärdering av hur arbetet med Lean påverkat deras miljönyckeltal. De kvantitativa data som erhölls från litteraturstudien pekade på att arbete med Lean kan leda till en direkt minskning av företagets miljöpåverkan inom flera områden. Med utgångspunkt i dessa kvantitativa och kvalitativa data anser författarna således att det finns starka och tydliga tecken som visar på att Lean kan ha en positiv inverkan på miljörelaterade nyckeltal. Ett aktivt miljöarbete kan å sin sida bidra till arbetet med Lean genom att besparingsmöjligheter, som annars skulle riskerat att förbli oupptäckta, uppdagas. Studien visade vidare att det inte bara är möjligt att integrera arbete med Lean och miljö, utan att en sådan integration dessutom har potential att vara fördelaktigt ur såväl ett ekonomiskt som ett miljömässigt perspektiv. En integrering kan minska risken för suboptimeringar, och synergieffekter kan erhållas som innebär att större framgångar kan uppnås än vad som skulle ha varit möjligt om arbetet med Lean och miljö hade bedrivits isolerat. Med vetskapen om att en integration är möjlig och har potential att vara fördelaktig ur företagsekonomisk och miljömässig synvinkel utarbetade författarna en modell för hur Lean och miljöarbete kan bedrivas integrerat. I samråd med Sustainia AB bestämdes att denna modell skulle kallas Green Lean, vilket således åsyftar en miljöanpassad, ”grön” form av Lean. / This report is the result of a master thesis written at the Department of Management and Engineering at Linköping University commissioned by the consultancy firm Sustainia AB. Lean production, also known as Lean, has during the last decade increasingly become a more attractive production philosophy for decreasing costs and increasing customer satisfaction by improving customer service and obtaining more efficient production flows. Several authors have pointed out that Lean has the potential to directly improve the environmental performance of a company, mostly by decreasing waste generation. Further, there are studies showing that some possibilities for improvement and cost savings risk not being discovered if the operations are seen strictly from a Lean perspective. When an environmental perspective is included there is a chance that these improvements and cost savings are discovered. This indicates that both environmental and cost related advantages might be achieved by integrating the Lean approach with that of the environment. The purpose of this master thesis was to investigate how the work with Lean and environmental aspects affect one another. If applying the two principles together was shown to be both possible and beneficial from a business point of view, the authors would propose how these two concepts could be integrated into a single model. A combination of literature studies and interviews were used to fulfill the purpose. Four Swedish enterprises, which work according to the Lean principles and also have an active environmental profile, were interviewed about their way of working with the two approaches, as well their views on an integration of these. From the findings in this study the authors concluded that several of the fundamental concepts concerning Lean and environmental aspects support each other. Within both, continuous improvements and waste elimination are seen as important components, and they both support an organisational culture where the personnel are encouraged to solve problems and improve the performance of the company. Conversely the authors found that there is a risk that certain of the Lean tools risk having a negative influence on the company’s environmental performance. However, in many cases this can be avoided by proactive planning. Lean can contribute to a company’s environmental work by its proactive approach, structured way of operating and long-term way of thinking. In general the interviewed companies regarded Lean as having a positive influence on their environmental work, even though none of them had carried out an evaluation on how their work with Lean affected their environmental key performance indicators. The quantitative data obtained from the literature study indicates that Lean can lead to a direct decrease of a company’s environmental impact within several areas. As a result of these qualitative and quantitative data the authors of this thesis have found clear indications showing that Lean might have a positive impact on environmental key performance indicators. An active environmental work can also contribute to the work with Lean. Potential cost saving, which might not have been discovered with the Lean perspective, can be revealed when the organisation is studied from an environmental point of view. The study further showed that it not only is possible to integrate Lean and environmental work, but that it also has potential to be beneficial from both a business and an environmental standpoint. An integration of Lean and environmental issues can reduce the risk of sub optimisations, and synergies can be achieved, meaning that the two systems can accomplish more together than they would in isolation. With this knowledge, the authors composed a model for how Lean and environmental work can be practised and integrated. In consultation with Sustainia AB it was decided that this model should be called Green Lean, which hence refers to an environmentally favourable, “green”, version of Lean.