Proposal for an integrated SIPOC-VSM model: A case study in an automotive after-sales services workshop

Abstract

Continuous improvement methodologies, particularly Lean and Six Sigma, have been extensively applied in manufacturing; however, their implementation in the service sector presents significant challenges due to the inherent intangibility, personalization, and variability of service processes. Existing literature offers limited guidance on systematically integrating Lean and Six Sigma tools to address these complexities, particularly in industries such as automotive workshops and automotive insurance, where research remains scarce. This study proposes a structured integration of Value Stream Mapping (VSM) from Lean Management with the Suppliers, Inputs, Processes, Outputs, and Customers (SIPOC) framework from Six Sigma, forming a novel model named Integrated SIPOC-VSM Model (IMSV). While VSM and SIPOC are occasionally combined in industrial settings, no standardized or systematic methodology exists for their integration. IMSV was developed and adapted to the specific context of a collision repair workshop within a collision-avoidance assistance (CAA) service provider, modifying the SIPOC framework by incorporating an adapted VSM within the Process stage. The primary objective of IMSV is to streamline and reorganise activities within the repair process, enhancing efficiency and fostering continuous improvement. The results demonstrate that IMSV effectively redistributed responsibilities among process stakeholders, reduced activities redundancy, and optimized workflow, leading to a 30% reduction in the total number of process activities identified in the workflow. These findings highlight the potential of IMSV to address the operational inefficiencies prevalent in automotive workshops, filling a critical gap in the literature and providing a replicable model for similar applications in the automotive service, insurance sectors and in the service sector overall.