Six Sigma and Business Process Management

Sue Conger ()
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Sue Conger: University of Dallas, Graduate School of Management

A chapter in Handbook on Business Process Management 1, 2010, pp 127-148 from Springer

Abstract: Abstract Business Process Management has no set methods of analysis for removing unneeded process steps, identifying inefficient or ineffective process steps, or simply determining which process steps to focus on for improvement. Often, tools and techniques from Six Sigma, an orientation to error-proofing that originated in the quality movement of the 1980s, are borrowed for those tasks. This chapter defines several Six Sigma techniques and shows how they can be used to improve deficient processes. The application of Six Sigma techniques is illustrated through a case study. Six Sigma can add to BPM efforts, however, it has few guidelines on how to choose techniques or redesign processes, thus requiring special skills and experience to add value to a process improvement project.

Keywords: Business Process; Control Chart; Quality Function Deployment; Cause Analysis; Business Process Management (search for similar items in EconPapers)
Date: 2010
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DOI: 10.1007/978-3-642-00416-2_6

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