Cost and Quality in Postal Service

In this column we provide an example of the application of Lean Six Sigma to the postal service sector (see De Mast et al. [2006] for an introduction of Lean Six Sigma in the service industry). The specific case study is about the reduction of rework cost due to incorrectly routed post at the main postal service provider in The Netherlands. First, we provide a brief background for the case study. We then highlight the Lean Six Sigma tools used in the original project. The article ends with some conclusions.

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