Applying 5S Tool to Environment in Service Industries
By NNL. Monday, 3. March 2008, 07:13:49
By Sharad Sharma
Services have this unique characteristic of customers being an important part of the entire service delivery process. Hence, it is important that the delivery process is given as much attention by transactional businesses as their final products. For example, a bank that treats customers better during the interaction when negotiating a loan, say, may be favored over another bank in spite of the other bank's loan having a slightly lower interest rate.
n order to successfully deliver service to customers, satisfy them and increase the likelihood of future business, transactional companies can make good use of the 5S tool as a basic framework to manage workplace dynamics.
The 5S tool name is from the five Japanese words Seiri, Seiton, Seiso, Seiketsu and Shitsuke. Roughly translated, they mean sort, straighten, shine, standardize and sustain. While the 5S tool is often used in reference to manufacturing, it is clear it has meaning in transactional businesses as well.
Services have this unique characteristic of customers being an important part of the entire service delivery process. Hence, it is important that the delivery process is given as much attention by transactional businesses as their final products. For example, a bank that treats customers better during the interaction when negotiating a loan, say, may be favored over another bank in spite of the other bank's loan having a slightly lower interest rate.
n order to successfully deliver service to customers, satisfy them and increase the likelihood of future business, transactional companies can make good use of the 5S tool as a basic framework to manage workplace dynamics.
The 5S tool name is from the five Japanese words Seiri, Seiton, Seiso, Seiketsu and Shitsuke. Roughly translated, they mean sort, straighten, shine, standardize and sustain. While the 5S tool is often used in reference to manufacturing, it is clear it has meaning in transactional businesses as well.
Không có 5S tiêu chuẩn nào ở Nhật cả 
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