Beauty Studio desires to improve its WIG making services which can benefit from quality improvement programs like the Six Sigma. The company displays its wig services on social media and the company’s website. The cost for the Wig services ranges from &175- $500. The company expects to register an increase in its sales as the traffic on its website and social media users continue to increase. The salon is an appointment only and has one stylish and therefore the customers have to book in advance. There are 8-10 appointments each week. The end to end process takes more than three to seven days as shown in the advert
Problem Statement
The customers are dissatisfied with the services of the company since it takes more than three to seven days advertised by the company. Beauty Studio intends to improve its efficiency through multiple custom wig units. The wigs will be of average size and include adjustable straps that can suit most head sizes. The company will produce premade wigs to eliminate the waiting period. Such efforts will lead to increased sales as customers can obtain different wigs on their first visit to the salon.
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Goal Statement or objective
The objective of the entire process is to increase the satisfaction of the customer by reducing the waiting time by providing multiple custom wig units.
Project Scope
The project will involve the entire value stream for the salon. However, it will remove some of the processes that increase the time of service. The introduction of the custom wig unit will ensure that the ordering time of 24 hours and the client waiting time of three days are eliminated. Similarly, the delivery of the hair takes two to three days which is time-consuming. The custom wig will also reduce or completely eliminate wig construction which takes two days. Once the customer places an order using social media or the website, they will then visit the salon for measurement and installation which can take less than 24 hours. The outcome, however, will be determined by the number of customers who had already ordered.
Critical To Quality Requirement
The customers expect to be served with speed and receive high-quality wigs. The salon, therefore, should not increase its delivery speed at the expense of quality. The salon must ensure that it meets customer needs and wants while providing value for money. The customers are in need of high-quality services offered by the stylist in addition to the salon meeting the promised deadline. The wig must be must feel as much as possible like real hair. The customer should also be able to manipulate it including washing and heating. The wig must also feel light on the head in addition to having full waves and curls. The wig should also look as natural as possible including matching the complexion color of the customer. It should also be easy to style the wig according to the preferences of the customers.
Key Metric Y
The implementation of the project will eliminate the current challenges faced by the customers leading to their satisfaction. The project will ensure that the objectives are achieved and the salon exceeds the expectations of their customers. The customers should also have a wide selection of custom wigs that meet or exceed the expectations of the customers and therefore doing away with the need for wigs that are specifically designed for a particular client. Some of the key outcomes include the reduction of the waiting time for the customer for less than three days. The salon must ensure that the customers are delighted by the services they receive. Similarly, they must feel that there is value for their money where they get high-quality wigs at a cheaper price. The customers must feel that the services offered by the salon are worth the investment and the waiting (Shaffie & Shahbazi, 2012) . Similarly, the stylist must be competent in service delivery to enhance the feeling of the customer. The salon must also realize improved performance from its initiatives and be able to hire an additional stylist who will ensure that increased customer orders are met.
Expected operational and Financial Benefits of the Project
The implementation of the project will have a significant effect on the financial performance of the salon. The number of orders is likely to increase and the waiting time will be more than halved. The customers will, therefore, recommend the services of the salon to their peers which will drive in more traffic. More customers mean higher revenues for the salon. The revenues can be used to expand the operations of the salon including hiring a qualified stylist and enhancing service delivery. The salon can benefit from economies of scale and obtain the custom wigs at even cheaper prices translating to increased profits and reduced prices for the customers (Shaffie & Shahbazi, 2012) .
Milestone Date for each Phase of DMAIC
The DMAIC phases will be implemented on different dates. Defining and understanding the project –July 2018. Measuring the inputs and the outputs will be complete by end of August. Analyzing the relationship between the inputs and outputs to be done by mid-September. Improving or implementing the solution will be completed by mid-October. Monitoring will be done after every three months following the implementation.
Project Team
The project team will include the project manager, stylist, procurement official and a marketing representative.
Champion
The project manager will be the champion for the DMAIC project
References
Buer, S. V., Strandhagen, J. O., & Chan, F. T. (2018). The link between Industry 4.0 and lean manufacturing: mapping current research and establishing a research agenda. International Journal of Production Research , 56 (8), 2924-2940.
Chadha, R. (2017). Value through continuous improvement. FAIMA business & management journal , 5 (1), 40.
Shaffie, S., & Shahbazi, S. (2012). Lean Six Sigma . New York: McGraw-Hill.
