Six Sigma and a Focus on Communications in Service Industries


Keim, Elizabeth M.; Giclas, Henry L.   (1999, ASQ)   Integrated Quality Resources, LLC, Niwot, CO; University of Denver, Denver, CO

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18807    September 1999    pp. 1-14
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Article Abstract

Communication between customers, management, and employees is a critical factor in a successful implementation of the Six Sigma Breakthrough Strategy in a service business. Determination of customer requirements and translating them into service and process requirements is fundamental to customer service delivery. Variation or inconsistent communications from either the customer or supplier can reduce or undermine quality service. Computer simulation was used to model realistic conditions with combinations of variables reflecting customer and supplier actions. Varying from the ideal supplier performance and meeting customer specifications, i.e., varying the offset of the centerline, values drop from 96 percent at the standard 1 1/2 sigma to 56 percent at 2 sigma offset from the performance centerline. To prevent this performance loss, clear communication is essential to determine customer needs in great detail, to update the data regularly, to measure services and processes based on customer measures, and to make improvements to meet customer needs.


Communication,Customer service,Suppliers,Service sector,Six Sigma,Multivariate quality control

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