The extent of Six Sigma methodologies usage in services

Chakraborty, Ayon, and Tan, Kay Chuan (2006) The extent of Six Sigma methodologies usage in services. In: Proceedings of the International Association for the Management of Technology (IAMOT) EuroMOT Conference. pp. 1-8. From: International Association for the Management of Technology (IAMOT) EuroMOT Conference 2006, 10 – 12 September 2006, Birmingham, UK. (Unpublished)

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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.

Item ID: 25623
Item Type: Conference Item (Non-Refereed Research Paper)
Date Deposited: 09 Sep 2013 03:00
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management @ 100%
SEO Codes: 89 INFORMATION AND COMMUNICATION SERVICES > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified @ 33%
90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909999 Commercial Services and Tourism not elsewhere classified @ 33%
92 HEALTH > 9202 Health and Support Services > 920299 Health and Support Services not elsewhere classified @ 34%
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