Chakraborty, A., and Tan, K.C. (2008) Case study analysis of Six Sigma in Singapore service organizations. In: Proceedings of the International Conference on Service Systems and Service Management . pp. 128-133. From: Fifth International Conference on Service Systems and Service Management , 30 June – 2 July 2008, Melbourne, Australia.

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Abstract

This paper presents a Six Sigma case study analysis involving three service organizations of Singapore. The organizations are a local hospital, a construction and related engineering service, and a consultancy service. These organizations embarked on their Six Sigma journey around 2003-2004. Though the hospital was slightly ahead than the other two in beginning Six Sigma. These organizations have since achieved significant service improvements through implementation of Six Sigma to their different divisions. Through a series of structured interviews with Six Sigma project champions, team leaders, and members; project reports; public archives; and observations; this study explores the Six Sigma journey of these organizations. The results portray a list of success factors which led to the Six Sigma initiatives, the process of Six Sigma implementation through proper identification of critical-to-quality characteristics, tools and techniques, and the performance indicators which display the improvements due to Six Sigma.

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