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Step III. Quantify the effect of gaps in the processes in terms of the cost of poor quality. For example, a mortgage lender whose customers want fast action on their applications might find that the process includes a high number of abandoned
calls by customers or long delays in producing quotes, causing a drop in prospects and numerous inaccurate credit reports. The Six Sigma methodology includes powerful tools for analyzing each of those gaps and quantifying the related cost of poor quality.

Step IV. Prioritize improvement projects. Once it’s clearly understand what each process gap costs, we can prioritize improvement efforts according to what’s most critical to our company (e.g., customer service, time, perceived value or other criteria). Because improvement in any organization proceeds project by project, we must ensure that we’re investing our effort in the right projects in the right order. Six sigma methods like Alternative Selection Process and Design of Experiments (DOE) could be effectively employed to achieve the optimal solutions.

Conclusion

The role six sigma will play in the services is very promising. The closeness and kind of direct interaction service providers enjoys with customer further endorses the feasibility of six sigma in services. However, the high dependence of six sigma methodology on relevant data necessitates the employment of reliable measurement system which is having accuracy, repeatability, reproducibility and stability at every crucial service processes stage.

References