BUS366: JoyTravel is a Company that Provides Travel Services to Its Customers: Lean Six Sigma Assignment, SUSS, Singapore

Background – JoyTravel

JoyTravel is a company that provides travel services to its customers. Since its establishment in 2013, the company grows steadily due to the fast development and huge potential of the tourism market. The company is increasingly recognized by the customers for their high- quality service. Their back-office regularly hires staff to fill new positions and roles as the company expands its operations with more tour routes being introduced to the market.

Many department managers have grumbled that the Human Resource (HR) department is not recruiting staff fast enough to fill vacant positions. The HR Director – Peter Lee was tasked by the senior management to look into the matter and to improve the hiring process. He learned that Lean Six Sigma could be helpful to improve the process. However, he was not familiar with the knowledge of Lean Six Sigma.

Peter came to know that you have recently completed a Lean Six Sigma training course. On 1 July 2020, Peter appointed you to lead a project team to analyse the recruitment and hiring process and determine ways to reduce the average time taken to hire operations staff by at least 30% in six months.

Question 1

• Appraise the suitability of Lean Six Sigma in process improvement, particularly in a service process, as Peter expects that you can provide a summary of a case about the successful application of Lean Six Sigma in improving a typical service process. You need to include a brief description of the service process which can be different from the recruitment process, the problem/issues of the process, the improvement objective, the description of the major procedures/steps in the application of Lean Six Sigma approach, the result of the improvement and the potential benefit to the organization.
• Peter was convinced that Lean Six Sigma is suitable to improve the recruitment process. You are appointed to lead this Lean Six Sigma project. Propose a project name and define the objective of the project. Discuss the VOC and define the CTQ for your project.
• Relate your understanding of how a new staff member is recruited from the time when a hire request is received by HR to the point when the employment contract is signed by the selected candidate. Develop a SIPOC diagram for a typical recruitment process as an example which can be different from the situation in JoyTravel.