A Case Study Of GENPACT Employee Service Process Improvement

As the leading edge and experience essence of today's management field, Lean and Six Sigma become the two most famous philosophies for quality management pursued by enterprises all over the world. While many organizations using Lean or Six Sigma methods have gained success of different levels, these two theories have also undergone much criticism, such as Lean's lackness of deeper understanding on management concept, responsibility and strategic directions, or Six Sigma's excessive usage on statistical and technical methods to control the processes.It will lessen the scope and scale of improvement if only one method is used. Some companies have tried to use both methods, but most of the managements separate the two. As a result, two sub-cultures are generated within one organization, competing with each other for the same resources, which eventually restricted the development of organizational improvement. On the other hand, some companies have achieved remarkable results by combining the two, based on Lean Philosophy and taking Six Sigma as the strategic direction, which defines the main area for improvement by Lean and then provides a consolidated project-based improvement by Six Sigma. More and more companies are working hard to explore ways to combine Lean and Six Sigma. However, domestically there are few successful cases that have effectively integrated and applied the Lean Six Sigma in service process.This paper, with case study approach, has come to a conclusion of the process and method for implementing the Lean Six Sigma Project, which is based on an intensive study on concepts, theory as well as history of Six Sigma and lean, and also combines the actual employee service process delivery. Then it analyses the current situation and raises questions accordingly. Finally, it introduced the concrete implementation of Lean Six Sigma process, and managed to solve problems such as the imperfect process management, the lackness of boundaryless cooperation and the weakness of continuous improvement management thinking. In addition, it illustrates the feasibility of implementing Lean Six Sigma on service process, with a sincere hope that it can provide theoretical and practical guidance for those enterprises that are implementing or will implement Lean Six Sigma.