Authors: R. Nat Natarajan, Jason Morse
Addresses: College of Business, Tennessee Technological University, Cookeville, TN 38505, USA. ' Middle Tennessee Natural Gas, P.O. Box 670, Smithville, TN 37166, USA
Abstract: In recent years, many organisations have used Six Sigma for process improvement. The success stories of Six Sigma applications are usually that of large organisations like General Electric and many of these successful applications have been in manufacturing. However, service processes and smaller organisations pose a different set of challenges in implementing Six Sigma. Such processes and organisations can take advantage of opportunities provided by information technology (IT), which can be a powerful enabler. The paper addresses those challenges and opportunities in the context of an actual application of Six Sigma principles to a core service process in a mid-sized organisation.
Keywords: six sigma; services; information technology; medium-sized enterprises; service process improvement; mid-sized organisations.
International Journal of Productivity and Quality Management, 2009 Vol.4 No.5/6, pp.658 - 675
Published online: 16 May 2009 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article