Improving service quality by capitalising on an integrated Lean Six Sigma methodology

Improving service quality by capitalising on an integrated Lean Six Sigma methodology Today, service processes are usually slow processes which are consequently prone to poor service quality. In addition, service has the inherent characteristic of heterogeneity, which means there is variation in service quality that is unsatisfactory to the customer. Fortunately, these issues can be addressed by combining the speed advantage of Lean discipline with Six Sigma's capability of uniform process output. This paper aims to develop and apply an integrated Lean Six Sigma methodology in a service-quality improvement endeavour. An empirical case study of IT (Information Technology) help-desk service was utilised to examine the effectiveness of the methodology. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Six Sigma and Competitive Advantage Inderscience Publishers

Improving service quality by capitalising on an integrated Lean Six Sigma methodology

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1479-2494
eISSN
1479-2753
Publisher site
See Article on Publisher Site

Abstract

Today, service processes are usually slow processes which are consequently prone to poor service quality. In addition, service has the inherent characteristic of heterogeneity, which means there is variation in service quality that is unsatisfactory to the customer. Fortunately, these issues can be addressed by combining the speed advantage of Lean discipline with Six Sigma's capability of uniform process output. This paper aims to develop and apply an integrated Lean Six Sigma methodology in a service-quality improvement endeavour. An empirical case study of IT (Information Technology) help-desk service was utilised to examine the effectiveness of the methodology.

Journal

International Journal of Six Sigma and Competitive AdvantageInderscience Publishers

Published: Jan 1, 2006

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