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...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2014
|
| Online Access: | http://journalarticle.ukm.my/8609/1/jqma-10-2-paper7.pdf |
| _version_ | 1825726292905951232 |
|---|---|
| author | Aminudin Omar, Zainol Mustafa, |
| author_facet | Aminudin Omar, Zainol Mustafa, |
| author_sort | Aminudin Omar, |
| collection | UKM |
| 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 |
| first_indexed | 2024-03-06T04:08:42Z |
| format | Article |
| id | ukm.eprints-8609 |
| institution | Universiti Kebangsaan Malaysia |
| language | English |
| last_indexed | 2024-03-06T04:08:42Z |
| publishDate | 2014 |
| publisher | Penerbit Universiti Kebangsaan Malaysia |
| record_format | dspace |
| spelling | ukm.eprints-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 |
| spellingShingle | Aminudin Omar, Zainol Mustafa, Implementation of Six Sigma in service industry |
| title | 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_short | Implementation of Six Sigma in service industry |
| title_sort | implementation of six sigma in service industry |
| url | http://journalarticle.ukm.my/8609/1/jqma-10-2-paper7.pdf |
| work_keys_str_mv | AT aminudinomar implementationofsixsigmainserviceindustry AT zainolmustafa implementationofsixsigmainserviceindustry |