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Service Process Improvement Through VSM of Lean Six Sigma: A Case Study

Author

Listed:
  • Vathsala Wickramasinghe

    (University of Moratuwa)

  • Prasanna Illankoon

    (University of Moratuwa)

Abstract

The paper presents a case study where value stream mapping (VSM) is applied to improve factory-floor employees' performance management process (PMP) in the manufacturing context. The objectives were to 1) understand the PMP of the factory-floor employees, and 2) apply the VSM to improve their PMP. The present study a) identifies value from customers' perspective, b) maps PMP along with its subprocesses, c) analyses waste with the intention of minimization, d) adopts a pull approach to fulfil customers' demands, and e) proposes avenues for perfection. The study showed that notable efficiency improvements can be achieved even by SMEs from the application of VSM and DMAIC (define-measure-analyze-improve-control).

Suggested Citation

  • Vathsala Wickramasinghe & Prasanna Illankoon, 2025. "Service Process Improvement Through VSM of Lean Six Sigma: A Case Study," Post-Print hal-05482861, HAL.
    • Handle: RePEc:hal:journl:hal-05482861
    DOI: 10.1109/mercon67903.2025.11217077
    Note: View the original document on HAL open archive server: https://hal.science/hal-05482861v1
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    File URL: https://hal.science/hal-05482861v1/document
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    References listed on IDEAS

    as
    1. Vathsala Wickramasinghe, 2025. "Organizational culture as an explanation for job search effort across small, medium, and large firms," Post-Print hal-05482825, HAL.
    2. Vathsala Wickramasinghe, 2022. "Human Resource Information Systems Of Medium-Sized Firms," Post-Print hal-05484044, HAL.
    3. Alexander Sunk & Peter Kuhlang & Thomas Edtmayr & Wilfried Sihn, 2017. "Developments of traditional value stream mapping to enhance personal and organisational system and methods competencies," International Journal of Production Research, Taylor & Francis Journals, vol. 55(13), pages 3732-3746, July.
    4. Wickramasinghe, Vathsala, 2025. "Organizational culture as an explanation for job search effort across small, medium, and large firms," Small Business International Review, Asociación Española de Contabilidad y Administración de Empresas - AECA, vol. 9(1), pages 699-699, January.
    5. T S Dahanayake Yapa & Vathsala Wickramasinghe & Wasana Bandara, 2025. "Transforming Employee Performance Through Business Process Management: A Real-World Teaching Case," Post-Print hal-05482847, HAL.
    Full references (including those not matched with items on IDEAS)

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