Application of Lean six sigma tools in service process improvement

Lean Six Sigma je jedna od najčešće korištenih metodologija industrijskog inženjerstva. Iako je proizašla iz potrebe za poboljšanjem proizvodnih procesa, može se koristiti za poboljšanje procesa u uslužnim djelatnostima. U ovom radu se istražuje implementacija Lean Six Sigma metodologije u uslužnim djelatnostima kroz case study provedenog Lean Six Sigma projekta. Rad se sastoji od dva dijela, teorijskog i praktičnog. Teorijski dio se sastoji od teorijskog pregleda LSS metodologije (poglavlje 2) te osnova rada u programskom jeziku R (poglavlje 3). Praktični dio se sastoji od detaljnog opisa LSS projekta provedenog u stanici za tehnički pregled (poglavlje 4), dok se u poglavlju 5 daju neka promišljanja i iskustva vezana za samostalni pristup rješavanju zadanog problema.Lean Six Sigma is one of the most common methodologies of industrial engineering. Although it arose from the need to improve production processes, it can be used to improve processes in service industries. This paper covers the implementation of the Lean Six Sigma methodology in service industries through a case study of the Lean Six Sigma project. Thesis consists of two parts, theoretical and practical. The theoretical part consists of a theoretical overview of the LSS methodology (Chapter 2) and the basics of programming language R (Chapter 3). The practical part consists of a detailed description of the LSS project carried out in the technical inspection station for vehicles (Chapter 4), while Chapter 5 provides some reflections and experiences related to one's own approach to solving the given problem