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Authors:Mohammad Abdolshah: Industrial engineering department, Azad university of Semnan, Iran
Rosnah Mohd Yosuff: Industrial engineering department, UPM University, Malaysia
Publication title:Fundamental Elements for the Successful Performance of Six Sigma Projects in Service Industries
Conference:11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence, 20–22 August, 2008 in Helsingborg, Sweden
Publication type: Abstract and Fulltext
Issue:033
Article No.:023
Abstract: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.

Language:English
Keywords:Six Sigma, Service industry, implementation of Six Sigma
Year:2008
No. of pages:11
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:http://www.ep.liu.se/ecp/033/023/ecp0803323.pdf
Available:2008-12-09
Publisher:Linköping University Electronic Press, Linköpings universitet

REFERENCE TO THIS PAGE
Mohammad Abdolshah, Rosnah Mohd Yosuff (2008). Fundamental Elements for the Successful Performance of Six Sigma Projects in Service Industries, 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence, 20–22 August, 2008 in Helsingborg, Sweden http://www.ep.liu.se/ecp_article/index.en.aspx?issue=033;article=023 (accessed 9/16/2014)