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Implementation of Six Sigma in service industry

As providing high quality services becomes the major focus in many service organisations, a better understanding of the unique characteristics of services offered will be of advantage. This in turn will help assist in identification of areas to improve by implementation of quality program initiat...

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Main Authors: Aminudin Omar,, Zainol Mustafa,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2014
Online Access:http://journalarticle.ukm.my/8609/1/jqma-10-2-paper7.pdf
http://journalarticle.ukm.my/8609/
http://www.ukm.my/jqma/jqma10_2a.html
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spelling my-ukm.journal.86092016-12-14T06:47:42Z http://journalarticle.ukm.my/8609/ Implementation of Six Sigma in service industry Aminudin Omar, Zainol Mustafa, As providing high quality services becomes the major focus in many service organisations, a better understanding of the unique characteristics of services offered will be of advantage. This in turn will help assist in identification of areas to improve by implementation of quality program initiatives such as Six Sigma in such organisation. Many service processes are not visible, intangible, and even immeasurable. As such, they are not amendable to improvement using a Six Sigma approach. This thinking has turned out to be rather presumptuous at least for the health care, banking, and call centre services which have successfully implemented Six Sigma in their daily operations. Other services such as education and hospitality are also beginning to apply Six Sigma quality initiatives. This paper provides summary of limitations and suggestions for implementation of Six Sigma in the service industries Penerbit Universiti Kebangsaan Malaysia 2014-12 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/8609/1/jqma-10-2-paper7.pdf Aminudin Omar, and Zainol Mustafa, (2014) Implementation of Six Sigma in service industry. Journal of Quality Measurement and Analysis, 10 (2). pp. 77-86. ISSN 1823-5670 http://www.ukm.my/jqma/jqma10_2a.html
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description As providing high quality services becomes the major focus in many service organisations, a better understanding of the unique characteristics of services offered will be of advantage. This in turn will help assist in identification of areas to improve by implementation of quality program initiatives such as Six Sigma in such organisation. Many service processes are not visible, intangible, and even immeasurable. As such, they are not amendable to improvement using a Six Sigma approach. This thinking has turned out to be rather presumptuous at least for the health care, banking, and call centre services which have successfully implemented Six Sigma in their daily operations. Other services such as education and hospitality are also beginning to apply Six Sigma quality initiatives. This paper provides summary of limitations and suggestions for implementation of Six Sigma in the service industries
format Article
author Aminudin Omar,
Zainol Mustafa,
spellingShingle Aminudin Omar,
Zainol Mustafa,
Implementation of Six Sigma in service industry
author_facet Aminudin Omar,
Zainol Mustafa,
author_sort Aminudin Omar,
title Implementation of Six Sigma in service industry
title_short Implementation of Six Sigma in service industry
title_full Implementation of Six Sigma in service industry
title_fullStr Implementation of Six Sigma in service industry
title_full_unstemmed Implementation of Six Sigma in service industry
title_sort implementation of six sigma in service industry
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2014
url http://journalarticle.ukm.my/8609/1/jqma-10-2-paper7.pdf
http://journalarticle.ukm.my/8609/
http://www.ukm.my/jqma/jqma10_2a.html
_version_ 1643737528104124416
score 13.211869

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