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Process improvement in an office environment …
Process improvement in an office environment using Lean Six Sigma Finding ways to work smarter instead of harder in day-to-day customer service operations by David G ransson Arnela Tunovic Diploma work No. 100/2012 at the Department of Materials and Manufacturing Technology CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden Diploma work in the Master s Programme Quality and Operations Management Performed at: Panalpina AB Fl jelbergsgatan 18, 431 37 M lndal Supervisor: Anna T rm nen Panalpina AB Fl jelbergsgatan 18, 431 37 M lndal Examiner: Peter Hammersberg Department of Materials and Manufacturing Technology Chalmers University of Technology, SE - 412 96 Gothenburg i Process improvement in an office environment using Lean Six Sigma Finding ways to work smarter instead of harder in day-to-day customer service operations David G ransson & Arnela Tunovic DAVID G RANSSON & ARNELA TUNOVIC Diploma work no 100/2012 Department of Materials and Manufacturing Technology Chalmers University of Technology SE-412 96 Gothenburg Sweden Telephone + 46 (0)31-772 1000 Chalmers Reproservice Gothenburg, Sweden 2012 Process improvement in an office environment using Lean Six Sigma Finding ways to work smarter instead of harder in day-to-day customer service operations DAVID G RANSSON & ARNELA TUNOVIC Department of Materials and Manufacturing Technology Chalmers University of Technology ii Acknowledgements This thes
Process improvement in an office environment using Lean Six Sigma Finding ways to work smarter instead of harder in day-to-day customer service operations
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