A conceptual framework for application of Six Sigma improvement methodology in non-formal service sector
by Amol Talankar, Prakash Verma, Nitin Seth
International Journal of Six Sigma and Competitive Advantage (IJSSCA), Vol. 6, No. 4, 2011

Abstract: The Six Sigma methodology has been successfully implemented in manufacturing and organised service sectors such as banking, healthcare, etc., whereas non-formal service sector have no quality consciousness and any measurable data, which helps to evaluate the quality of product (services). This paper seeks to introduce the Six Sigma-based methodology for non-formal service sectors, the framework which explores the quality need and maps them to define, measure, analyse, improve and control (DMAIC) methodology. The proposed framework introduced the step to collect the attribute data about operational activities and performance of non-formal service sector – explore. This data is then compared with the organised service sectors so as to establish operational activities in structured manner like formal service sector – establish. This paper introduces the unique Six Sigma-based methodology explore, establish, define, measure, analyse, improve and control (EEDMAIC) for non-formal domain of the service sector. The paper also includes the case study of a newspaper agency.

Online publication date: Wed, 15-Jun-2011

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