Six Sigma implementation in the service sector: notable experiences of major firms in the USA
by Yasin Ozcelik
International Journal of Services and Operations Management (IJSOM), Vol. 7, No. 4, 2010

Abstract: Six Sigma is a quality improvement methodology that has been popular among manufacturing firms for years. Given that the service sector employs most of the total workforce in developed countries, Six Sigma can be utilised to improve service quality in this sector as well. Since the application of Six Sigma to service industries is a relatively new concept, the number of studies on this topic is quite limited. In this paper, we report the Six Sigma experiences of major service firms in the USA, including Bank of America, Circuit City, Citibank, EMC Corporation, Home Depot, JPMorgan Chase and Merrill Lynch. We also highlight the significant benefits and improvements realised by these firms as a result of Six Sigma projects. Overall, our paper provides compelling evidence that the expansion of the scope of the Six Sigma methodology from the manufacturing to the service sector has been quite successful. We also provide managerial insights for service companies that plan to adopt Six Sigma as a quality improvement methodology.

Online publication date: Sun, 03-Oct-2010

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Operations Management (IJSOM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email