IMPROVING SERVICE LEVEL PERFORMANCE BY IMPLEMENTING LEAN SIX SIGMA IN SMES OF THE GAMING PERIPHERALS INDUSTRY IN PERU: A CASE STUDY

Authors

DOI:

https://doi.org/10.7166/33-2-2710

Keywords:

Lean Six Sigma, Service Level, DMAIC, SME, Gaming Peripherals

Abstract

Lean Six Sigma (LSS) is one of the essential and applicable techniques for any organisation in the 21st century, including small and medium-sized enterprises (SMEs), that wish to grow their competitive advantages. The LSS approach’s insights offer an optimal vision for reducing technical gaps and assessing performance indicators. This case study aimed to improve service-level performance in a gaming peripherals SME by incorporating traditional engineering tools into the Define, Measure, Analyse, Improve, and Control (DMAIC) framework, validating its results through a two-month pilot plan, and analysing process improvement via statistical software. The study’s findings revealed that SMEs could effectively control delays in order processing through statistical control planning regardless of financial capabilities.

Author Biographies

Juan Carlos Quiroz Flores, Universidad de Lima

MBA from ESAN Graduate Business School. Industrial Engineer from Universidad de Lima. PhD in Management and Business Administration at Universidad Nacional Mayor de San Marcos, Black Belt in Lean Six Sigma. Current is Undergraduate teaching at Universidad de Lima. Expert in Lean Supply Chain and Operations with over 20 years of professional experience in the direction and management of operations, process improvement and productivity; specialist in the implementation of Continuing Improvement Projects, PDCA, TOC and Lean Six Sigma. Leader of transformational projects, productivity and change generator. Capable of forming high-performance teams, aligned to company strategies and programs for “Continuous Improvement”. He has published journal and conference papers and his research interests include supply chain management and logistics, lean manufacturing, lean six sigma, business process management, agribusiness, design work, facility layout design, systematic layout planning, quality management and Lean TPM. He is member of IEOM, IISE, ASQ, IEEE and CIP (College of Engineers of Peru).

Francisco Daza-Moran, Universidad de Lima

Bsc. Industrial Engineering

Angiebett Ramírez-Alva, Universidad de Lima

Bsc. Industrial Engineering

Martín Collao-Diaz, Universidad de Lima

Research Professor

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Published

2022-07-29

How to Cite

Quiroz Flores, J. C., Daza-Moran, F., Ramírez-Alva, A., & Collao-Diaz, M. (2022). IMPROVING SERVICE LEVEL PERFORMANCE BY IMPLEMENTING LEAN SIX SIGMA IN SMES OF THE GAMING PERIPHERALS INDUSTRY IN PERU: A CASE STUDY. The South African Journal of Industrial Engineering, 33(2), 168–183. https://doi.org/10.7166/33-2-2710

Issue

Vol. 33 No. 2 (2022)

Section

Case Studies

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