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Six Sigma methods and approaches : Their role and influence in a service environment.
Member rating: No Rating | Words: | Submitted: Mon Jun 19 2006
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TOTAL QUALITY MANAGEMENT Six Sigma methods and approaches : Their role and influence in a service environment. Laurent CHÉREAU Six sigma was first developed by Motorola to optimize its industrial process, so as to better satisfy its clients. Therefore, this methodology was at first sight applied in manufacturing, given the fact that it is based on defect reduction. But the approach focuses on bringing the client exactly what he or she expects. Moreover the Services sector, like the Manufacturing sector, has to face this query for quality, but also a growing need to reduce costs and increase efficiency, whereas Services processes, because of the predominant "human factor", are harder to analyse and control, so harder to improve. This is where six sigma is nowadays presented as a solution : at the same time philosophy, indicator, benchmarking tool and method, it seems to be very beneficial to firms, which have adopted such an improvement...
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