The use of discrete event simulation in a design for Six Sigma project

This paper describes how a risk event to customer satisfaction for a food service facility was identified, validated, and eventually mitigated through the use of a discrete event simulation as part of a Design for Six Sigma project. Further described is how simulation was utilized to identify leading indicators to the risk event, to give prewarning of the occurrence as well as to perform what if tests to validate mitigation practices and contingency plans. The results presented demonstrate how a simulation model coupled with Six Sigma can design a superior process in regards to predictability and reliability.