For any economy, the ultimate stage of evolution is its majority of the revenues coming from services. On a cursory observation, it can be seen that Indian economy structure is slowly moving towards the same stage. Today services sector constitutes almost 50% of the total GDP. Forces of globalization like increasing mobility of factors of production or pervasion of the communication technologies have enabled growth of the sector. However, services have its own idiosyncrasies owing to which achieving the desirable quality is totally different from manufacturing. Few of them include additional dependence on human skills & knowledge, and variation in service delivery due to the interplay of the various human variables. In such a scenario, relevance and application of six sigma principles to achieve customer delight becomes all the more high....

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