Article | 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden | Fundamental Elements for the Successful Performance of Six Sigma Projects in Service Industries

Title:
Fundamental Elements for the Successful Performance of Six Sigma Projects in Service Industries
Author:
Mohammad Abdolshah: Industrial engineering department, Azad university of Semnan, Iran Rosnah Mohd Yosuff: Industrial engineering department, UPM University, Malaysia
Download:
Full text (pdf)
Year:
2008
Conference:
11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden
Issue:
033
Article no.:
023
No. of pages:
11
Publication type:
Abstract and Fulltext
Published:
2008-12-09
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


Purpose: Six-sigma has been a powerful and successful tool in manufacturing industries to reduce rate of rejects and to enhance productivity. The service industries are diversified and the features are different from manufacturing industries. Thus; the use of Six Sigma in service industries and its benefits are limited to some specific types of services like health care and banks. This paper focuses on key performance indicators of six-sigma and elements to cover a wider range of services.

Design/methodology/approach: From the analyses of the service models; service industries structures and also by comparing between the features of service and manufacturing industries; the main challenges in application of Six Sigma in service industries can be identified. Further analyses of these challenges showed that the proper implementation of Six Sigma in service industries requires not only the effective operational strategies; but also customers needs and satisfaction must be considered and designed into the implementation phase.

Findings: The paper proposed that for the successful implementation of Six Sigma in service industry; instead of just DMAIC; a design phase should be included (DDMAIC). The main meaning of this new phase and its affection will be described.

Keywords: Six Sigma; Service industry; implementation of Six Sigma

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Mohammad Abdolshah, Rosnah Mohd Yosuff
Title:
Fundamental Elements for the Successful Performance of Six Sigma Projects in Service Industries
References:
No references available

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Mohammad Abdolshah, Rosnah Mohd Yosuff
Title:
Fundamental Elements for the Successful Performance of Six Sigma Projects in Service Industries
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment