ABSTRACT
This case study describes a Lean Six Sigma project at the US Postal Service involving the use of Six Sigma tools to enhance customer service by improving on-time delivery at an airmail processing center (AMC). Specically, the largest contributors to delivery failures were examined and reduced at the Columbus, Ohio AMC. The primary metric for this project was the percentage of letters that were processed at the Columbus AMC and were delivered on time based on the postal standard of three days.
