Journal for Quality and Participation vol. 36 issue 2 - July 2013
Abstract: Organizations have evolved from the industrial age to the knowledge age, leading to a continuous improvement in meeting the customer expectations. Today, one must delight customers and constantly look for new ways to exceed their expectations to retain market share. Hence, process improvement (PI) has a linchpin role to play as part of organization culture. Several PI methodologies have taken shape and provided success to organizations in the past few years. Nothing compares to the effectiveness of Six Sigma, however, when it comes to improving a company’s operational efficiency, raising its productivity, and lowering its costs.1 Deploying this key business strategy involves human resources across all levels in the organization because it also requires a cultural change. Six Sigma’s popularity and success is catching fire throughout the service industry across the globe as no other PI movement before.
Keywords: Continuous improvement (CI); Six Sigma; Management; Employee morale; Employee involvement (EI); Research; Process improvement; Organizational culture; Surveys; Customer satisfaction (CS); Employee satisfaction; Human resources (HR)
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