The Application of Six Sigma Management Theory in Service Industry

Dandan Zheng

doi:10.62051/ijgem.v4n1.36

Authors

Dandan Zheng

DOI:

https://doi.org/10.62051/ijgem.v4n1.36

Keywords:

Six Sigma, The service industry, Quality management, DMAIC, Service quality

Abstract

Since it was first introduced by Motorola in the late 20th century, Six Sigma management theory has risen rapidly and become a key strategy for many enterprises to improve quality management and core competitiveness. Based on the definition and connotation of six Sigma, this paper sorts out and summarizes the specific application of six Sigma management theory and method in the industry, and focuses on the research and application of six Sigma management theory in the service industry. Through the above analysis, Six Sigma has achieved remarkable results in improving service quality and customer satisfaction, but it also faces some challenges.

Downloads

Download data is not yet available.

References

[1] Ding Li. The Origin and development of Six Sigma [J]. Chinese Business (Second Half of the Month), 2009, (01):218.

[2] Hou Xiaofang. Research on Shape quality improvement of BG tinplate based on Six Sigma Theory [D]. Northeastern University, 2014.

[3] Xu Bo. Factors driving Success of Six Sigma Management [J]. Marketing Weekly (Research Edition), 2005, (11):17-18+20.

[4] Wang Yunling, Gao Yinghua. Implementation of Six Sigma Management to Promote the management innovation of Small and medium-sized enterprises [J]. Small and Medium-sized Enterprise Management and Technology, 2007, (04):50-52.

[5] Zhou Yurong. Introducing Six Sigma Management: Transplanting Innovation of Quality Management in Universities [J]. Contemporary Educational Science, 2011(03):36-40.

[6] Zhang Xumei. On the application of Six Sigma management in production [J]. Low Carbon World, 2017(30):250-251.

[7] Chen Yongqing. Empirical research on key success factors of Six Sigma implementation in Chinese manufacturing enterprises [M]. China Economic Press, 2011.

[8] Ma Junlong. Application of Six Sigma management in quality improvement of steel welded gas cylinders of T Enterprise [D]. Jinan University, 2021.

[9] Zhang Min, He Zhen, ZHAO Xiaosong. Experience and enlightenment of successful implementation of Six Sigma Management in famous enterprises at home and abroad [J]. Future and Development, 2008, 29(05):48-51.

[10] Javad Mehrabi. Application of Six-Sigma in Educational Quality Management [J]. Procedia Social and Behavioral Sciences, 2012, 47(C):1358-1362.

[11] Ayadi Youssouf, Chaib Rachid, Verzea Ion. Contribution to the Optimization of Strategy of Maintenance by Lean Six Sigma [J]. Physics Procedia, 2014, 55:51 2-518.

[12] Shen Weiqun. Research on Library Service process Optimization from Lean Six Sigma perspective [J]. Information Theory and Practice, 2017, 40(05):99-105.

[13] M. Sokovic, D. Pavletic, S. Fakin. Application of Six Sigma methodology for process design [J]. Journal of Materials Processing Tech., 2005, 162(C):777-783.

[14] Zhang Xiaolin. Application of Six Sigma management in Power Module testing [J]. Microelectronics, 2019, 50(04):602-605.

[15] Zhu Xueqing, Ge Yang. Research on the application of Six Sigma management in the process optimization of high value consumables management [J]. China Nursing Management, 2019, 20(01):140-144.

[16] Zhao Ning, Shi Lei, Xu Le et al. Lean Six Sigma Management of Open Source Intelligence Development and Utilization [J]. Information Theory and Practice, 2019, 44(11):53-59.

[17] Liu Zhengjun et al. Application of DMAIC method in the construction of manufacturing enterprise budget evaluation index [J]. Hunan Social Sciences, 2021(05):85-91.

[18] Zhang Cheng et al. Optimization practice of outpatient service process based on Lean Six Sigma management [J]. China Hospital Management, 201, 41(04):65-68.

[19] Li Chuanbo et al. The application of Six Sigma Management Method in the quality improvement of self-directed management in the Preliminary examination of postgraduate enrollment [J]. Chinese Examination, 2022(11):18-23.

[20] Qian Fangzhou. Research on Service quality Management Optimization of T Company's call center based on Lean Six Sigma [D]. Shanghai International Studies University, 2023.