Qualitative and quantitative analysis of six sigma in service organizations

Chakraborty, Ayon & Tan, Kay Chuan (2012) Qualitative and quantitative analysis of six sigma in service organizations. In Aized, Tauseef (Ed.) Total Quality Management and Six Sigma. InTech, Croatia, pp. 247-286.

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The concept of Six Sigma was initiated in the 1980s by Motorola. Since then it has been implemented in several manufacturing and service organizations. Till now Six Sigma implementation is mostly limited to healthcare and financial services in private sector. Its implementation is now gradually picking up in services such as call center, education, construction and related engineering etc. in private as well as public sector. Through a literature review, a questionnaire survey, and multiple case study approach the paper develops a conceptual framework to facilitate widening the scope of Six Sigma implementation in service organizations.

Using grounded theory methodology, this study develops theory for Six Sigma implementation in service organizations. The study involves a questionnaire survey and case studies to understand and build a conceptual framework. The survey was conducted in service organizations in Singapore and exploratory in nature. The case studies involved three service organizations which implemented Six Sigma. The objective is to explore and understand the issues highlighted by the survey and the literature.

The findings confirm the inclusion of critical success factors, critical-to-quality characteristics, and set of tools and techniques as observed from the literature. In case of key performance indicator, there are different interpretations about it in literature and also by industry practitioners. Some literature explain key performance indicator as performance metrics whereas some feel it as key process input or output variables, which is similar to interpretations by practitioners of Six Sigma. The response of not relevant and unknown to us as reasons for not implementing Six Sigma shows the need for understanding specific requirements of service organizations.

Though much theoretical description is available about Six Sigma, but there has been limited rigorous academic research on it. This gap is far more pronounced about Six Sigma implementation in service organizations, where the theory is not mature enough. Identifying this need, the study contributes by going through theory building exercise and developing a conceptual framework to understand the issues involving its implementation in service organizations.

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ID Code: 53267
Item Type: Book Chapter
Additional Information: DOI: 10.5772/46104
Keywords: Six Sigma, Services, CSF, CTQ, KPI
DOI: 10.5772/46104
ISBN: 9789535106883
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Information Systems Management (080609)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Current > Research Centres > Smart Services CRC
Copyright Owner: Copyright 2012 The Authors
Copyright Statement: All chapters are Open Access distributed under the Creative Commons Attribution 3.0 license,
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Deposited On: 22 Aug 2012 22:23
Last Modified: 09 Oct 2015 15:15

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