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Quality Quandaries: Cost and Quality in Postal Service

Summary: This article presents a case study of Lean Six Sigma applied to TNT Post, the main postal provider in the Netherlands. A project following the DMAIC steps (define, measure, analyze, improve, control) was implemented to reduce costs incurred by incorrectly routed mail. Lean Six Sigma principles allowed the project to focus on cost reductions, taking a certain volume of misrouted mail for granted. The step-by-step approach of Lean Six Sigma allowed the examination and evaluation of a number of improvement ideas before it was decided to roll out a new process for all of TNT Post’s regional offices and sorting hubs.

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  • Topics: Lean, Six Sigma
  • Keywords: Cost management, Delivery, Lean manufacturing, Process improvement, Quality improvement (QI), Six Sigma, Cost of quality, Theory of constraints
  • Author: Kemper, Benjamin P. H.; Koning, Saskia; Luijben, Thom C. W.; Does, Ronald J. M. M.
  • Journal: Quality Engineering