Six Sigma as a method of improving the quality of service process
The objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the is...
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| Format: | Article |
| Language: | English |
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Sciendo
2018-06-01
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| Series: | Production Engineering Archives |
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| Online Access: | https://doi.org/10.30657/pea.2018.19.03 |
| _version_ | 1811328276730216448 |
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| author | Kowalik Kamila |
| author_facet | Kowalik Kamila |
| author_sort | Kowalik Kamila |
| collection | DOAJ |
| description | The objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the issue of using its tools in the aspect of services. Afterwards, there has been calculated the initial sigma value which indicated the need for improvement. Measurement phase has been developed by the value stream mapping, process FMEA and customer survey which results have been analyzed in Pareto chart and fishbone diagram. Improve phase includes the Impact&Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement. |
| first_indexed | 2024-04-13T15:23:27Z |
| format | Article |
| id | doaj.art-887992f9753946eeb1ce65d0b4c84be2 |
| institution | Directory Open Access Journal |
| issn | 2353-7779 |
| language | English |
| last_indexed | 2024-04-13T15:23:27Z |
| publishDate | 2018-06-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Production Engineering Archives |
| spelling | doaj.art-887992f9753946eeb1ce65d0b4c84be22022-12-22T02:41:35ZengSciendoProduction Engineering Archives2353-77792018-06-011919101510.30657/pea.2018.19.03Six Sigma as a method of improving the quality of service processKowalik Kamila0Częstochowa University of Technology, Faculty of Management, Armii Krajowej 19B, PolandThe objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the issue of using its tools in the aspect of services. Afterwards, there has been calculated the initial sigma value which indicated the need for improvement. Measurement phase has been developed by the value stream mapping, process FMEA and customer survey which results have been analyzed in Pareto chart and fishbone diagram. Improve phase includes the Impact&Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement.https://doi.org/10.30657/pea.2018.19.03dmaic cycleimprovementqualityservice processsix sigmal23m11 |
| spellingShingle | Kowalik Kamila Six Sigma as a method of improving the quality of service process Production Engineering Archives dmaic cycle improvement quality service process six sigma l23 m11 |
| title | Six Sigma as a method of improving the quality of service process |
| title_full | Six Sigma as a method of improving the quality of service process |
| title_fullStr | Six Sigma as a method of improving the quality of service process |
| title_full_unstemmed | Six Sigma as a method of improving the quality of service process |
| title_short | Six Sigma as a method of improving the quality of service process |
| title_sort | six sigma as a method of improving the quality of service process |
| topic | dmaic cycle improvement quality service process six sigma l23 m11 |
| url | https://doi.org/10.30657/pea.2018.19.03 |
| work_keys_str_mv | AT kowalikkamila sixsigmaasamethodofimprovingthequalityofserviceprocess |