A survey on Six Sigma implementation in Singapore service industries

Chakraborty, A., and Tan, K.C. (2007) A survey on Six Sigma implementation in Singapore service industries. In: Proceedings of the IEEE International Conference on Industrial Engineering and Engineering Management, pp. 1428-1432. From: 2007 IEEE International Conference on Industrial Engineering and Engineering Management, 2-5 December 2007, Singapore.

[img] PDF (Published Version) - Published Version
Restricted to Repository staff only

View at Publisher Website: http://dx.doi.org/10.1109/IEEM.2007.4419...
 
5
3


Abstract

The concept of Six Sigma was initiated in the 1980s by Motorola. Since then it has been implemented in several manufacturing and service organizations. In case of services, health care and finance were major beneficiaries till now. The application of Six Sigma is gradually picking up in other services like; call centers, utilities and public services. This paper provides empirical evidence on Six Sigma implementation in service industries in Singapore. By using a sample size of 50 service organizations (10 responses are from organizations which have implemented Six Sigma), the paper helps in understanding the status of Six Sigma in service organizations in Singapore. The findings confirm the inclusion of critical success factors, critical to quality characteristics, tools and key performance indicators as observed from the literature. The revelation of "not relevant" as a reason for not implementing Six Sigma shows the need for understanding specific requirements of service organizations before its application.

Item ID: 25626
Item Type: Conference Item (Refereed Research Paper - E1)
Keywords: service organisations, Six Sigma, survey
ISBN: 978-1-4244-1528-1
Date Deposited: 29 Aug 2013 00:09
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%
92 HEALTH > 9202 Health and Support Services > 920299 Health and Support Services not elsewhere classified @ 33%
90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909999 Commercial Services and Tourism not elsewhere classified @ 34%
Downloads: Total: 3
More Statistics

Actions (Repository Staff Only)

Item Control Page Item Control Page