Optimizing customer service processes using Lean Six Sigma in the manufacturing sector

Abstract

Technological advancements and the demand for faster service processes have raised quality and response standards in companies. This research presents a case study in a manufacturing firm aimed at improving customer service indicators through the implementation of Six Sigma methodology, specifically the DMAIC cycle. Results show significant improvements in response times, customer satisfaction, and operational efficiency, highlighting the importance of systematization and a structured approach to optimizing service processes in competitive and dynamic environments.