Project Management

Six Sigma in the Service Industry: A Process-Driven Approach to Advancing Quality

Saurabh Kumar Shrivastava

Six Sigma is an industry approach that identifies and reduces the causes of errors, defects, and failures in business processes by focusing on the outputs that are important to customers. It is also a measure of the quality that eliminates defects, using the application of statistical methods that are used to transform raw data into information. Based on the results, further actions are taken. Statistical methods help to summarize and interpret data to make decisions and reduce the risk and cost-of-process control, which are used to analyze and improve measurement systems. The statistical method can be applied to streamlining the process on the basis of raw data, such as improving software quality by analysis defect density and improving the gauge of manufacturing products by analyzing the sample population.

A defect is defined as anything that could lead to customer dissatisfaction. The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction.

In the service industry, Six Sigma and its tools work effectively in domains such as state agencies, financial organizations, hospitality organizations, retail organizations, healthcare providers, waste management, hospitality, and so forth; however, the core principles of Six Sigma allow it to cost …


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