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Operations Article | "Relevance & Application of Six Sigma in Services Sector"

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Relevance & Application of Six Sigma in Services Sector

- by Ankur Gupta & Sumit Roshan *

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Page - 3

Initially applied to manufacturing sector, Six Sigma methodology has evolved over a number of years allowing its application in many fields such as Services, Medical & Insurance Procedures, Call Centers, etc. In current scenario, Six Sigma has evolved into
a tool for overall business improvement and not just measurement of quality.

Advantages of Six Sigma Over Other Tools

The following aspects of the Six Sigma were not associated with previous quality improvement initiatives mentioned above: -

  • Six Sigma strategy focuses on achieving measurable and quantifiable financial returns to the bottom-line of an organisation.

  • Six Sigma methodology of problem solving integrates the human elements (culture change, customer focus, belt system infrastructure, etc.) and process elements (process management, statistical analysis of process data, measurement system analysis, etc.) of improvement.

  • Six Sigma methodology utilises the tools and techniques for fixing problems in business processes in a sequential and disciplined fashion. Each tool and technique within the Six Sigma methodology has a role to play in the process improvement or trouble shooting, and the time, location, reason and method of application of these tools or techniques marks the difference between success and failure of a six sigma project.

  • Six Sigma emphasizes on the importance of data, and decision-making is undertaken based on facts and data rather than assumptions.

  • Six Sigma utilises the concept of statistical thinking and emphasises on the application of well-proven statistical tools and techniques for defect reduction through process variability reduction methods (e.g., statistical process control and design of experiments).

    Implementation of Six Sigma

    Over the past few years, Six Sigma has evolved from a mere strategy for improving quality to a strategy that has become a necessity for achieving business goals.

    Next


    * Contributed by: -
    Ankur Gupta & Sumit Roshan,
    IMT, Ghaziabad.


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