Total performance excellence - a model to implement Six Sigma in service organisations
by Muthuswamy Shanmugaraja; M. Nataraj; Nallasamy Gunasekaran
International Journal of Six Sigma and Competitive Advantage (IJSSCA), Vol. 7, No. 2/3/4, 2012

Abstract: Recently, the importance of Six Sigma for quality management has been focussed by many researchers in service organisations. However, the nature of services and the ways using which the customers tend to evaluate the service quality pose a vital challenge for Six Sigma. The gaps and quality dimensions need to be identified to address the difficulties that service organisations encounter when using Six Sigma to improve quality and reduce costs. To overcome this deficiency, a model named as total performance excellence (TPE) has been proposed in this paper. The TPE model has been developed after studying researches reported in literature surmounting Six Sigma and service quality arenas. In this model, three techniques and tools which are commonly applied in this arena have been formed as the core. After that, TPE model has been incorporated with Six Sigma's define, measure, analyse, improve and control (DMAIC) improvement methodology with house of quality matrix of QFD and few innovative tools of TRIZ. The working of TPE model is illustrated by presenting a real-time case study.

Online publication date: Wed, 22-Apr-2015

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