In 2003/2004, the Orlando Area ASQ section 1509, a section of the American Society for Quality, initiated a Seniors First Six Sigma project to develop a roadmap for improving the Meals-on-Wheels programme in Orange County, Florida, USA. A Six Sigma working group, led by a team leader and a six sigma black belt instructor, followed the process, detailed meal deliveries, and observed actual and potential failure points. Root causes of problems and gaps in service were identified and mapped. Analys...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.3.2 Provide the service
15.2.4 Service performance e.g. quality/delivery/value

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