The extent of six sigma methodologies usage in services

Chakraborty, Ayon & Tan, Kay Chuan (2006) The extent of six sigma methodologies usage in services. In Second European Conference on Management of Technology (EuroMOT 2006), 10-12 September 2006, Aston Business School, Birmingham.

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The last two decades have seen the application of six sigma methodologies in many manufacturing and also some service industries. Six sigma’s success in manufacturing is well published. But the same cannot be said about its implementation in services. Applying six sigma to services is still limited to only a small number of services. This paper reviews the application of six sigma in service industries. Emphasis is given to application issues such as what are necessary critical success factors and key performance indicators in order for a project to be successful. A pilot study was carried out in order to highlight the issues discussed. Regardless of the service that is provided, a number of guidelines can be commonly applied to varying types of services. The aim of this paper is to help widen the scope of six sigma application in services.

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ID Code: 47098
Item Type: Conference Paper
Refereed: Yes
Keywords: Six Sigma, Service Organisations, Critical Success Factors, Critical to Quality, Key Performance Indicators
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Copyright Owner: Copyright 2006 [please consult the author]
Deposited On: 20 Nov 2011 23:01
Last Modified: 21 Nov 2011 19:23

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