Get 20M+ Full-Text Papers For Less Than $1.50/day. Subscribe now for You or Your Team.

Learn More →

Six sigma for service processes

Six sigma for service processes Purpose – This paper attempts to demonstrate the power of six sigma, a disciplined approach to improving product, process or service quality, in the service industry. Design/methodology/approach – The paper presents the basic features that characterize six sigma followed by a simple methodology for six sigma applied to service operations. The paper also illustrates a set of tools and techniques used within six sigma for service process performance improvement. Key success factors for the implementation of six sigma in service organisations and the factors for selection of winning projects are also addressed. Findings – The paper draws the point that six sigma is not same as other quality initiatives such as TQM due to various misconceptions among many quality practitioners with these two philosophies. There are also limitations of six sigma and these are outlined and discussed. Originality/value – Although six sigma has been successfully implemented in many manufacturing industries, its application in the service sector is still comparatively limited due to various constraints. This paper presents the potential areas where six sigma could be exploited in service functions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Process Management Journal Emerald Publishing

Six sigma for service processes

Business Process Management Journal , Volume 12 (2): 15 – Mar 1, 2006

Loading next page...
 
/lp/emerald-publishing/six-sigma-for-service-processes-2Br4aT7cHE

References (20)

Publisher
Emerald Publishing
Copyright
Copyright © 2006 Emerald Group Publishing Limited. All rights reserved.
ISSN
1463-7154
DOI
10.1108/14637150610657558
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper attempts to demonstrate the power of six sigma, a disciplined approach to improving product, process or service quality, in the service industry. Design/methodology/approach – The paper presents the basic features that characterize six sigma followed by a simple methodology for six sigma applied to service operations. The paper also illustrates a set of tools and techniques used within six sigma for service process performance improvement. Key success factors for the implementation of six sigma in service organisations and the factors for selection of winning projects are also addressed. Findings – The paper draws the point that six sigma is not same as other quality initiatives such as TQM due to various misconceptions among many quality practitioners with these two philosophies. There are also limitations of six sigma and these are outlined and discussed. Originality/value – Although six sigma has been successfully implemented in many manufacturing industries, its application in the service sector is still comparatively limited due to various constraints. This paper presents the potential areas where six sigma could be exploited in service functions.

Journal

Business Process Management JournalEmerald Publishing

Published: Mar 1, 2006

Keywords: Six sigma; Customer services quality; Quality improvement; Service industries

There are no references for this article.