Implementing lean six sigma and discrete-event simulation for tutoring operations in higher education institutions
International Journal of Lean Six Sigma
ISSN: 2040-4166
Article publication date: 19 July 2019
Issue publication date: 30 October 2019
Abstract
Purpose
The purpose of this study is to improve the utilization of walk-in tutors at the University of Dayton.
Design/methodology/approach
This paper discusses the application of mixed methods participatory action research with the use of the lean six sigma (LSS) define-measure-analyze-improve-control (DMAIC) methodology combined with discrete event simulation to improve the tutoring processes at the University of Dayton.
Findings
The impact of these improvements provided a great balance between tutor utilization and student wait time, and as a result, an increase in pay was negotiated for tutors. Additionally, two schools within the University, Engineering and Business, have seen the value of the tutoring for their students and have provided additional financial support for tutoring services. Specifically, these schools now have dedicated by-appointment tutors for their students.
Originality/value
Incorporating simulation within the LSS methodology provides a “prototype” simulation of the potential solutions prior to changing the process in the real world. This approach can minimize the risk of implementing solutions that are costly or ineffective. The improvement of increased tutor pay helped to demonstrate the university’s commitment to tutors and tutoring. Through continuous improvement efforts, the tutoring department has tripled the number of courses that they support through these enhanced relationships, improved utilization and the overall culture and work environment. The LSS methodology and tools combined with discrete event simulation can be used as a guide for improving other repetitive processes within the university.
Keywords
Citation
Furterer, S.L., Schneider, K., Key, M.B., Zalewski, D. and Laudenberger, M. (2019), "Implementing lean six sigma and discrete-event simulation for tutoring operations in higher education institutions", International Journal of Lean Six Sigma, Vol. 10 No. 4, pp. 909-927. https://doi.org/10.1108/IJLSS-08-2018-0084
Publisher
:Emerald Publishing Limited
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