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Lean Six Sigma Based Performance Improvement in Public Passport Services: A Case Study from Office Work

Passport services involve processes that are significantly dominated by office work. The passport-ordering process (POP) is a standardized process that is dependent on a set of input information from the applicant. Incomplete information diminishes the performance of internal tasks that have to be performed by the passport-issuing authority. It negatively affects the internal process performance, as incomplete information increases non-value-added activities (NVA) in the process. This manuscript focus on the utilization of Lean Six Sigma (LSS) tools to analyze the current state of the POP. A case study has been carried out at the Norwegian Southwestern Police District, relative to enhancing office work performance with the support of LSS tools. First, process mapping has been employed to identify waste and its causes. Then, Pareto analysis has been conducted to prioritize the most critical causes. Finally, fishbone diagrams have been used to provide a holistic understanding of possible root-causes that result in poor performance.