Relevance & Application of Six Sigma in Services Sector

- by Aniket Raj Agarwal & Nikhil K. Jainender *

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In service sector, Service Quality Gap analysis is also a very powerful tool to analyze the intangible aspects like perception and delivery of quality from the supplier side and perception of quality from customer point of view. The difference in these two mainly lead to dissatisfaction among most of the customers in services. Various types of GAP that could exist in any service process are as shown in table below: -

Service Quality Gaps at Various Levels

Step II. Translate customer requirements into measurable characteristics of processes. Once we understand customer requirements, we must fulfill them by measuring our processes’ effectiveness and efficiency. "Effectiveness" means addressing the problem of defects that processes produce; "Efficiency" means addressing the time and money that the processes consume in meeting customer needs. A high rate of defects, and time and money wasted in non-value added activities, increases cost-per-transaction. The formula for translating customer requirements into measurable characteristics is simple: "as measured by".

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* Contributed by: -
Aniket Raj Agarwal & Nikhil K. Jainender,
Symbiosis Institute of International Business, Pune.

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