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The extent of six sigma methodologies usage in services

By Ayon Chakraborty and Kay Chuan Tan

Abstract

The last two decades have seen the application of six sigma methodologies in many manufacturing and also some service industries. Six sigma’s success in manufacturing is well published. But the same cannot be said about its implementation in services. Applying six sigma to services is still limited to only a small number of services. This paper reviews the application of six sigma in service industries. Emphasis is given to application issues such as what are necessary critical success factors and key performance indicators in order for a project to be successful. A pilot study was carried out in order to highlight the issues discussed. Regardless of the service that is provided, a number of guidelines can be commonly applied to varying types of services. The aim of this paper is to help widen the scope of six sigma application in services

Topics: 080600 INFORMATION SYSTEMS, 150300 BUSINESS AND MANAGEMENT, Six Sigma, Service Organisations, Critical Success Factors, Critical to Quality, Key Performance Indicators
Year: 2006
OAI identifier: oai:eprints.qut.edu.au:47098

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