Attitude Shift

Abstract:A Virginia-based used-car dealership group turned to Lean Six Sigma in an effort to reduce expenses associated with vehicle comebacks. Applying Six Sigma tools to the problem resulted in a lean culture change that started with the redesign of the process for reconditioning used cars. The concept of single-piece flow allowed operations managers to do their own quality assessments and run their own quality improvement programs. Results have exceeded the group’s cost-saving expectations and produced other unexpected benefits as …

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