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The Impact of Lean Six Sigma Within Best Buy’s Services
Division
Kristina Nordstrom
University of St. Thomas
May 2008
What is Lean Six Sigma?
Lean – Goal is to make a process more efficient, with less time, resources used.
Six Sigma - tool set for understanding statistical variation and reducing defects within a process.
Lean + Six Sigma = Efficiency & Quality
Services Division at Best Buy
Services Division responsible for services sold at Best Buy Fast growing area of the company
Geek Squad City Largest computer repair center Employees measured equally on quality and productivity
each day
Why is Quality Important to Services?
Quality and speed will drive customer satisfaction
High quality service will differentiate the brand
Quality principles are very relevant to the work done within the service centers
Services is not a competitive edge it is THE competitive edge!
-Albrecht & Zemke
Methodology
Research Instrument Geek Squad City: Paper survey Corporate Services: Email survey 17 questions
Survey population:421 Geek Squad City: 109 respondents Corporate Services: 103 Respondents
50% overall response rate with 212 respondents
Lean Six Sigma Training Participation
Corporate Geek Squad Cty
Non Trained 28% 59%
Trained 72% 41%
•Higher penetration of trained employees at Corporate
•Training opportunities at Geek Squad City have been limited.
Employee Perception of TrainingEmployees who have gone through Lean Six Sigma Training have favorable impressions of training and it’s relevancy to their jobs
0% 20% 40% 60% 80% 100%
LSS enhanced my understanding ofQuality & Efficiency
LSS principles are relevant to my job
I would like to learn more about LSS
% who agree or strongly agree
Corporate
Geek Squad City
Are You Aware of Quality Improvement Projects That Have Been Initiated in your work area?
There is a positive correlation to awareness and Lean Six Sigma Training
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
GeekSquadNon-
trained
CorporateNon-
Trained
GeekSquadTrained
CorporateTrained
Corporatew/
AdvancedTraining
Per
cen
tag
e
I Find it Easy to Balance Quality and Productivity Goals
Trained employees have a slightly higher likelihood to agree or strongly agree; 59% vs. 55%
Both groups have at least 30% of respondents who disagree or strongly disagree with this.
Geek Squad City employees only
0%
20%
40%
60%
80%
100%
StronglyDisagree
Disagree Neither Agree Strongly Agree
Trained
Non-trained
My Current Performance Goals Motivate Me To Do Quality Work
Lean Six Sigma training does not appear to play a role in motivation to do quality work
Geek Squad City employees only
0%
10%
20%30%
40%
50%
60%
70%80%
90%
100%
StronglyDisagree
Disagree Neither Agree Strongly Agree
Pe
rce
nta
ge
Trained
Non-trained
I am Committed to Delivering Quality Work
Employees are very committed to quality There are no significant trends that indicate that Lean Six Sigma
has impacted commitment to quality
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
StronglyDisagree
Disagree Neither agreenor disagree
Agree StronglyAgree
Geek Non-trainedGeek TrainedCorp Non TrainedCorp Trained
97%
My Management Team is Committed to Quality
•No differences in perception of management commitment to quality based on Lean Six Sigma Training
0%10%20%30%40%50%
60%70%80%90%
100%
Geek Squad Non-trained Geek Squad Trained Corp Non-trained Corp Trained
% Who Agree or Strongly Agree
56% 56%
86% 89%
The Company is Committed to Quality Improvements
•Corporate employees have a higher perception on company commitment to quality.
79%76%
53%66%
0%10%20%30%40%
50%60%70%80%90%
Geek Squad non-trained
Geek SquadTrained
Corp non-trained Corp Trained
% Who Agree or Strongly Agree
66%53%
76% 79%
Answer to my Research Question
Has Lean Six Sigma training positively impacted employee commitment to quality?
No
What I Learned
Employees have favorable impressions of Lean Six Sigma Training
Training increases awareness of quality initiatives
Training increases understanding of quality
Employees are committed and motivated to do quality work regardless of Lean Six Sigma training
Recommendations
Training Continue to offer Lean Six Sigma training as a
reinforcement of quality principles Offer Training more frequently at Geek Squad City
Leadership Involvement Engage management teams at Geek Squad City in
quality initiatives Reinforcement from Best Buy Senior Leadership
Recommended