Process improvement in service sector using simulation and lean six sigma: A case study

Abstract

India post is one of the most important service organizations in the country with worlds largest postal network. National Sorting Hubs (NSH) are a part of India Posts which focus on processing speed post mails only. Speed post mail service is one of the premium products of India post. The safe and timely delivery of the Speed Post mail item is only possible through The efficient processing in Sorting Hubs helps the safe and timely delivery of Speed post mails In the present scenario due growth in E-commerce market India post is facing high completion from courier companies. In this study the current mail processing system in NSH Trivandrum is studied. The present mail processing system is unable to process all the incoming Speed mail In this paper the current mail processing system is analyzed using simulation technique in order to find out the bottlenecks and Lean Six Sigmas DMAIC (Define- Measure- Analyze - Improve- Control) is applied on the identified process for improvement.