Process improvement with six sigma method: An application in population and citizenship procedures

Performance management and evaluation are very important in terms of ensuring citizen satisfaction and correct use of public resources in public institutions in the service sector in our country. In this study, it is aimed to improve the processes related to population and citizenship procedures in a District Population Directorate operating in the public sector. Six Sigma method is a well-known and widely used method in process improvement. In this study, the steps of the Six Sigma method were followed. First of all, a survey was conducted with the people who received the service. When the data obtained as a result of the survey study were taken into consideration and evaluated, it was understood that solutions should be found to reduce the waiting time of the citizens. In this direction, personnel scheduling work was carried out with the aim of making the performance of both the institution and the personnel serving the most efficient. A scheduling model has been proposed for the processes of identity, passport, driver's license and address transactions, which are the services provided by the institution personnel to the citizens. This model has been applied with real data. As a result, preventive studies and process improvements were made using the Six Sigma method in order to reduce waiting times as an indicator of citizen dissatisfaction and to balance the workload of the personnel. Personnel scheduling method was used for reducing of waiting times and personnel load balancing with Six Sigma method and a scheduling model was proposed to reduce waiting times.