Relevance & Application of Six Sigma in Services Sector

- by Aniket Raj Agarwal & Nikhil K. Jainender *

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Six Sigma Implementation

Successfully implementing Six Sigma in the service sector requires a relentless focus on customers, specifically, meeting their needs as efficiently as possible. This requires four critical steps: -

Step I. Define what’s critical to customers and confirm that core processes are aligned to those requirements. As the term "services" implies, we must understand customer's needs before we can serve them. Find out what those needs are through surveys, call-center data, focus groups, and promotional campaigns - whatever means allow the Voice of Customer (VOC) to be heard clearly. At the same time, we must understand the key business issues, i.e., Voice of Business (VOB) for our company and align the voice of the customer with them. The most common metrics that can be used by the service organizations for project selection and after selection identifying and prioritizing the workable specific areas include: -

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