Reducing mobile phone repair cycle time at NOS

• Autor(a) principal: Carvalho, Catarina Clemente
• Data de Publicação: 2023
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/31320
• topic: After-sales Services; Action Research; Cycle Time; Lean Six Sigma; Serviço de pós-venda; Investigação-ação; Tempo do ciclo

Developing process efficiencies that result in shorter cycle times (i.e., the time elapsed between starting and completing a job) is a mechanism that organisations often use to achieve competitive advantage, operational efficiency, and lower costs. This research examines how NOS, a national telecoms company, is working to reduce its repair process cycle time through an action research project, in which researchers work alongside company employees to develop and implement practical solutions. Given the specific objective of reducing the cycle time of its existing repair processes across multiple sites, NOS selected the Lean Six Sigma methodology. It began by mapping processes, analysing measurement systems, and collecting cycle time data. As well as establishing a baseline measurement, this data will be analysed to identify the sub-process steps with the longest cycle times. These aspects will then be analysed to determine the causes of waste in the process. Next, ideas will be developed on how to reduce/eliminate the causes of waste, these ideas will be evaluated using decision tools, and the most suitable solutions will be implemented. Finally, a control plan will be established to facilitate behavioural change in the employees working on the process and to monitor the best performance of the process to ensure long-term cost savings from the reduced cycle time.