Service Quality Improvement And Innovation Of A Local Authority And Enforcement Organization In Malaysia. A Case Study Of Tyt Authority

Abstract

Aim to prove the flexibility of lean six sigma using the DMAIC method in reducing the amount of time spent on findings, and reporting in a service firm. Six Sigma is a data-driven, disciplined technique and methodology for reducing defects in any phase aiming for six standard deviations between the mean and the closest design limit, modelled within the DMAIC method (Define, Measure, Analyse, Improve and Control. DMAIC is a method for improving, innovation, optimizing, and securing business processes and designs. A major component of Six Sigma tools is the DMAIC improvement phase. Research focuses on identifying the time spent on the service process of value added and non-value added. The secondary data was then collected by asking/interviewing the auditor. Using the Lean Six Sigma DMAIC approach, the information was analysed for service process quality and service time reduction. Upon the implementation of improvement solutions, the time can be reduced with the current process from the improvement stages through lean six sigma approaches.

The company was able to use its lean six sigma implementation skills to make significant improvements, saving time, and money, and improving quality. The study assesses previous research and makes recommendations

for future studies aimed at sustainable growth in the industries.