Six Sigma in services – challenges and opportunities

R. Nat Natarajan and Jason Morse

International Journal of Productivity and Quality Management, 2009, vol. 4, issue 5/6, 658-675

Abstract: In recent years, many organisations have used Six Sigma for process improvement. The success stories of Six Sigma applications are usually that of large organisations like General Electric and many of these successful applications have been in manufacturing. However, service processes and smaller organisations pose a different set of challenges in implementing Six Sigma. Such processes and organisations can take advantage of opportunities provided by information technology (IT), which can be a powerful enabler. The paper addresses those challenges and opportunities in the context of an actual application of Six Sigma principles to a core service process in a mid-sized organisation.

Keywords: six sigma; services; information technology; medium-sized enterprises; service process improvement; mid-sized organisations. (search for similar items in EconPapers)
Date: 2009
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=25190 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:4:y:2009:i:5/6:p:658-675

Access Statistics for this article

More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().