Applying Lean Six Sigma DMAIC to Improve Service Logistics in Tunisia’s Public Transport

Abstract

Background: This study deploys the Lean Six Sigma DMAIC framework to achieve systemic optimization of the school subscription process in Tunisia’s public transport service, a critical administrative operation affecting efficiency and customer satisfaction across the urban mobility network. Methods: Beyond conventional applications, the research integrates advanced analytical and process engineering tools, including capability indices, measurement system analysis (MSA), variance decomposition, and root-cause prioritization through Pareto–ANOVA integration, supported by a structured control plan aligned with ISO 9001:2015 and ISO 31000:2018 risk-management standards. Results: Quantitative diagnosis revealed severe process instability and nonconformities in information flow, workload balancing, and suboptimal resource allocation that constrained effective capacity utilization. Corrective interventions were modeled and validated through statistical control and real-time performance dashboards to institutionalize improvements and sustain process stability. The implemented actions led to a 37.5% reduction in cycle time, an 80% decrease in process errors, a 38.5% increase in customer satisfaction, and a 38.9% improvement in throughput. Conclusions: This study contributes theoretically by positioning Lean Six Sigma as a data-centric governance framework for stochastic capacity optimization and process redesign in public service systems, and practically by providing a replicable, evidence-based roadmap for operational excellence in governmental organizations within developing economies.