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The figure is intuitive that first takes a component contributing to the customer value. Analyze on what dimensions will the customer weigh it and see according to the SERVQUAL model what are the gaps that could be responsible for the bad quality. This
can be judged from one’s experience, historical data and inputs from experts. Now, probably the framework is ready to directly apply the six sigma root-cause analysis on three dimensions, namely people, processes and policy. From here, the process will follow a path equivalent to the manufacturing.

Being highly knowledgeable and skill dependent, the presence of specialized human resource department has almost become imperative and has started playing important role in defining the business strategy.

Processes like knowledge management and experience capturing in the system can be approached by applying relevant theories of human and organization behavior by involving HR department. Primary functions of any HR function is to find right recruits, induct them and keep them motivated for the job and company they have been hired for. Hence, these become key processes to gain competitive advantage through one’s HR. it is proven fact that a learning and performing resource remains more motivated. Six Sigma can help achieve continuous improvements and, hence, the productive resource is more motivated and likely to stay.

Once a project gets kick-started, the learning and result can also be used to design training to impart specific skill that helps in ultimately improving on customer value and, hence, gaining competitive advantage.

For example, let us take an example of improving customer post-sales service through a call centre.

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