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HBOK 1-124

Title Attitude Shift
Author(s) Marc Young
Source Quality Progress
Topic Performance Improvement
Abstract A Virginia-based used-car dealership group turned to Lean Six Sigma to reduce expenses associated with vehicle comebacks. Applying Six Sigma tools to the problem resulted in a lean culture change that started with the redesign of the process for reconditioning used cars. The concept of single-piece flow allowed operations managers to do quality assessments and run their own quality improvement programs. Results have exceeded the group’s cost-saving expectations and produced other unexpected benefits as well.
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