In the quest for operational excellence, organizations often emphasize process measurement and improvement. While production companies have long embraced tools like Six Sigma, non-production companies can also benefit immensely from these methodologies. One powerful concept that aids in measuring and improving processes is “Gemba,” a Japanese term meaning “the actual place.” In this comprehensive article, we will delve into various ways to measure processes in non-production companies, explore the application of Gemba in process measurement, and understand how Six Sigma can be a valuable asset in achieving operational excellence.

Understanding Gemba: Measuring from the Source

Gemba is a concept rooted in Lean and Kaizen methodologies, emphasizing the significance of going to the actual place where work happens to understand processes, identify issues, and make improvements. In non-production companies, “the actual place” may refer to offices, service centers, or customer interactions.

Measuring Processes in Non-Production Companies using Gemba:

1. Customer Interaction Assessment:
   Imagine you’re managing a customer support team in a non-production company. Applying Gemba means actively participating in customer interactions or closely observing them. This hands-on approach allows you to measure the efficiency and effectiveness of customer service processes. You can assess response times, issue resolution rates, and customer satisfaction levels firsthand.
2. Office Process Evaluation:
   For a finance department, Gemba involves visiting the workspace where financial transactions are processed. By directly observing employees at work, you can identify bottlenecks, errors, and redundancies. For instance, you might notice that invoices are frequently delayed due to manual data entry errors, prompting you to implement automation solutions.
3. Project Management Gemba:
   In a project management context, Gemba entails visiting project teams and reviewing their work processes. You can measure project progress, identify potential roadblocks, and evaluate the effectiveness of communication within the team. This approach helps you make real-time adjustments to optimize project outcomes.

Leveraging Six Sigma in Non-Production Companies:

Six Sigma, a data-driven methodology focused on reducing defects and variability, is a valuable tool for process measurement and improvement. Here’s how non-production companies can use Six Sigma:

1. Define the Process: Clearly define the process you intend to measure. For instance, if you’re in a human resources department, you might want to measure the hiring process from job posting to candidate onboarding.
2. Measure Process Performance: Gather relevant data to understand the current state of the process. For HR, this could involve tracking the time taken to fill job vacancies, the number of interviews required per hire, or candidate satisfaction scores.
3. Analyze Data: Use statistical analysis tools to identify areas of improvement. For instance, you might find that a significant delay in the hiring process is due to lengthy approval workflows for job postings.
4. Improve the Process: Implement changes based on your analysis findings. In this example, streamlining the approval process for job postings could lead to faster hiring.
5. Control and Sustain: Continuously monitor and control the process to ensure that improvements are sustained. Regularly measuring key performance indicators (KPIs) will help you maintain process efficiency.

Conclusion: Navigating Excellence in Non-Production Companies

Measuring processes in non-production companies is as crucial as in manufacturing environments. By adopting Gemba principles and integrating Six Sigma methodology, non-production companies can unlock significant improvements in efficiency, quality, and customer satisfaction. Just as a navigator relies on both charts and real-time observations to steer a ship, non-production companies can use data-driven approaches alongside firsthand experience to guide their journey toward operational excellence.