Relevance and Application of Six Sigma in Services Sector

- by Jinesh Kothari & Abhishek Raghuvanshi *

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4. Innovate & Improve

This involves sitting with experts and radical thinkers on reducing the defects on working of root causes and potential failures which are the result of previous stage.

5. Control

Finally, instituting self sustaining systems to control the processes (may be new) so that defects don’t rise back to their original levels. E.g., employees are trained on new techniques and methods which will lead to low error-rates.

Application to Issues Raised

Definition is where most ambiguity exists. We can resolve this by defining generic framework on how to approach the problem from six sigma perspective and our knowledge about services as described earlier. One of the core issues as raised earlier is to improve on the measurability by bringing about quantification inspite of the human element and intangibility in the service delivery.

The following diagram links the three models to simplify the approach to defining and analyzing the projects in services and thereby increasing the applicability in services: -

Figure 2: Analysing Services Quality with SERQUAL Gaps & Root Causes

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* Contributed by: -
Jinesh Kothari & Abhishek Raghuvanshi,
FPM-32,
IIM Lucknow.

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