Implementation of Six Sigma to Service Quality Management in Auto After-Sale

Xiang-ping Bo (), Yi-yi Wang () and Jun-fang Zou
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Xiang-ping Bo: Hunan University
Yi-yi Wang: Hunan University
Jun-fang Zou: Hunan University

Chapter Chapter 122 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 1163-1171 from Springer

Abstract: Abstract Based on the characteristics of service industry, this paper constructs an implementation model for automobile service quality management and achieves excellent results in the service quality improvement project in after-sale maintenance center. It proves that Six Sigma can be applied in automobile service industry, and some suggestions for Six Sigma implementation in service industry are proposed: firstly, making some necessary adjustments according to the specified situation in the enterprises; secondly, gaining support from the executives; lastly, paying close attention to the customer demands and making decisions on the basis of data and facts.

Keywords: Six sigma; Auto after-sale service; Service quality management; Process improvement (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38442-4_122

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DOI: 10.1007/978-3-642-38442-4_122

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