Authors: Vinod Lall, Ashish Gupta
Addresses: School of Business, Minnesota State University Moorhead, 1104 7th Avenue S, Moorhead, MN 56563, USA. ' School of Business, Minnesota State University Moorhead, 1104 7th Avenue S, Moorhead, MN 56563, USA
Abstract: Service organisations need excellent service levels for achieving customer satisfaction as well as value creation and growth. However, providing high service levels and maintaining quality standards is more difficult and significantly different in service organisations. Several service organisations are realising that Six Sigma methodology is the next logical step in achieving superior customer service. However, not all Six Sigma tools can be used to improve service operations. Moreover, tools applicable to service and transactions may need significant modifications before they can improve these operations. In this study, we report how Six Sigma methodology can be utilised in service organisations. For this, we first propose the use of select-define-measure-analyse-improve-control methodology. Second, we study and analyse Six Sigma tools to identify ones relevant for the services industry. Third, we provide suggestions on how some of the identified tools can be modified and applied to services and transactions.
Keywords: define measure analyse improve control; DMAIC; manufacturing industries; six sigma; transactional data; customer satisfaction; value creation; company growth; service levels; quality standards; tool based frameworks; customer service; productivity; TQM; total quality management; service sector; quality improvement.
International Journal of Productivity and Quality Management, 2010 Vol.5 No.4, pp.440 - 451
Published online: 05 May 2010 *Full-text access for editors Access for subscribers Purchase this article Comment on this article