Six Sigma as a method of improving the quality of service process

• Autorzy: Kowalik K.

Identyfikatory

DOI

10.30657/ pea.2018.19.03

• Języki publikacji: EN

Abstrakty

EN

The objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the issue of using its tools in the aspect of services. Afterwards, there has been calculated the initial sigma value which indicated the need for improvement. Measurement phase has been developed by the value stream mapping, process FMEA and customer survey which results have been analyzed in Pareto chart and fishbone diagram. Improve phase includes the Impact&Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement.

Słowa kluczowe

EN

DMAIC cycle; improvement; quality; service process; Six Sigma

PL

metoda Six Sigma; jakość usług; proces obsługi; cykl DMAIC

• Wydawca: Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji
• Czasopismo: Production Engineering Archives
• Rocznik: 2018
• Tom: Vol. 19
• Strony: 10--15
• Opis fizyczny: Bibliogr. 14 poz., rys., tab.

Twórcy

autor

Kowalik K.

• Częstochowa University of Technology, Faculty of Management, Armii Krajowej 19B, Poland

Bibliografia

• 1. Alhuraish, I., Robledo, C., Kobi, A., 2017. A comparative exploration of lean manufacturing and six sigma terms of their critical success factors, Journal of Cleaner Production, Vol. 164, 325-337.
• 2. Antony, R., Banuelas, R., 2001. A strategy of survival, Manufacturing Engineer, Vol. 80, No. 3, 119-121.
• 3. Antony, R., Banuelas, R., 2002. Key ingredients for the effective implementation of six sigma program, Measuring Business Excellence, Vol. 6, No. 4, 20-27.
• 4. Chakrabarty, T., Tan, K.C., 2007. The current state of six sigma application in services, Managing service quality, Vol. 17, No. 2, 194-208.
• 5. Harry, M, Schroeder, R., 2001. Six Sigma. Wykorzystanie programu jakości do poprawy wyników finansowych, Dom Wydawniczy ABC, Kraków.
• 6. Ingaldi, M., 2018. Overview of the main methods of service quality analysis. Production Engineering Archives, Vol. 18, 54-59, DOI:10.30657/pea.2018.18.10
• 7. Hensley, R.L., Dobie, K., 2005. Assessing readiness for six sigma in a service setting, Managing Service Quality, Vol. 15, No. 1, 82-101.
• 8. Klimecka-Tatar, D., 2017. Value stream mapping as lean production tool to improve the production proces organization-case study in packaging manufacturing, Production Engineering Archives, Vol. 17, 40-44, DOI: 10.30657/pea.2017.17.09
• 9. Kowalik, K., Klimecka-Tatar, D., 2018. Service quality model based on the 4Q’s model and the system approach to service quality management, Proceedings of the 2nd International Conference Contemporary Issues in Theory and Practice of Management, Częstochowa, 236-243.
• 10. Kwak, Y.H., Anbari, F.T., 2006. Benefits, obstacles and future of six sigma approach, Technovation, Vol. 26, 708-715.
• 11. Linderman, K., Schroeder, R.G., Zaheer, S., Choo, A.S., 2003. Six Sigma: a goal theoretic perspective, Journal of Operation Management, Vol. 21, No. 2, 193-203.
• 12. Nakhai, B., Neves, J., 2009. The challenges of six sigma in improving service quality, International Journal of Quality & Reliability Management, Vol. 26, No. 7, 663-683, DOI: 10.1108/02656710910975741
• 13. Smętowska, M., Mrugalska, B., 2018. Using Six Sigma DMAIC to improve the quality of the production process: a case study, Procedia-Social and Behavioral Sciences, Vol. 238.
• 14. Uluskan, M., 2016. A comprehensive insight into the Six Sigma DMAIC Toolbox, International Journal of Lean Six Sigma, Vol. 7, No. 4, 406-429., DOI: 10.1108/IJLSS-10-2015-0040

Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2018).