Title: Improving service quality by capitalising on an integrated Lean Six Sigma methodology

Authors: Chao-Ton Su, Tai-Lin Chiang, Che-Ming Chang

Addresses: Department of Industrial Engineering and Engineering Management, National Tsing Hua University, Hsinchu, Taiwan. ' Department of Business Administration, Ming Hsin University of Science and Technology, Hsinchu, Taiwan. ' Department of Industrial Engineering and Management, National Chiao Tung University, Hsinchu, Taiwan

Abstract: Today, service processes are usually slow processes which are consequently prone to poor service quality. In addition, service has the inherent characteristic of heterogeneity, which means there is variation in service quality that is unsatisfactory to the customer. Fortunately, these issues can be addressed by combining the speed advantage of Lean discipline with Six Sigma|s capability of uniform process output. This paper aims to develop and apply an integrated Lean Six Sigma methodology in a service-quality improvement endeavour. An empirical case study of IT (Information Technology) help-desk service was utilised to examine the effectiveness of the methodology.

Keywords: lean six sigma; service quality; IT help-desk service; information technology; quality improvement.

DOI: 10.1504/IJSSCA.2006.009367

International Journal of Six Sigma and Competitive Advantage, 2006 Vol.2 No.1, pp.1 - 22

Published online: 23 Mar 2006 *

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