Browsing by Author "Mandaza, Marvel"
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- ItemLean six sigma and theory of constraints for service: Model definition and validation at ABSA(Stellenbosch : Stellenbosch University, 2015-03) Mandaza, Marvel; Von Leipzig, Konrad; Stellenbosch University. Faculty of Engineering. Dept. of Industrial Engineering.ENGLISH ABSTRACT: Lean, Six Sigma and the Theory of Constraints, as separate process improvement methodologies, were propounded and promulgated in the traditional field of manufacturing. The evolution of the trend towards the merging of methodologies gave rise to Lean Six Sigma, and later Lean Six Sigma and the Theory of Constraints as unified philosophies to enhance process improvement effort yields. Further to the emergence of these hybrid approaches advances have also been made in their application outside the conventional domain of manufacturing. The service industry, and specifically the banking sector, is one such area where the application of these philosophies has made remarkable advancements. Limited proof however exists on the applicability of Lean Six Sigma and the Theory of Constraints in the South African banking arena. This work was aimed at developing and defining a Lean Six Sigma and Theory of Constraints framework specific to a South African banking context. This framework is based on the tools of Lean, Six Sigma and the Theory of Constraints while taking into cognisance the relevant performance metrics. The framework also had to take particular care to account for the social, economic and cultural influences that are particular to the geography. The framework defined in this work places emphasis on the importance of capability building and crowd sourcing over and above the pure principles of the ideological foundation. Case studies on the application of the process improvement principles at the South African banking institution are included as a way of validating the hypothesis proposed for this non-traditional domain. The examples covered include process improvement efforts in the retail and investment banking space. One theoretical case study also examines how principles of operations research can be applied to process improvement and operational interventions to optimise workforce efficiency. The framework and case studies herein highlighted are therefore used to make the argument for the application of Lean Six Sigma and Theory of Constraints outside the traditional manufacturing environment and further enhance the body of knowledge in this subject area. This work provides a refined roadmap for banks, and indeed other service industry institutions, in the South African market to implement and streamline the application of the hybrid process improvement methodology.