Six Sigma - wyzwania dla przedsiębiorstwa usługowego

• Autorzy: Gapska K.
• Języki publikacji: PL

Abstrakty

EN

In today's highly competitive environment and difficult economic situation, most companies are searching for tools which might result in cost reduction and improved competitive advantage. One of the ways to achieve that is implementation of quality management system - especially Six Sigma concept which focuses on process quality increase and its variation decrease. It can be introduced not only in the production sector, but also in services. Six Sigma constitute a challenge for service companies, as on one hand it leads to overcoming sound difficulties and on the other it sets ambitious goals for both employees and top management. The heart of Six Sigma is DMAIC with its aim to improve processes within five following steps - define, measure, analyze, improve and control. This method is data driven approach in solving operational problems and helps to introduce quality awareness in every activity done by company's employees. Among main challenges are those connected with process definition and standardization, introduction of measurement system for each process, selection criteria for conducting improvement initiative as well as setting SMART and stable goals. Top management's approach towards quality issues also plays crucial role in Six Sigma implementation success - giving example and motivating people to do their best to deliver high quality service proved to be the most important actions required from top management.

Słowa kluczowe

PL

zarządzanie jakością; narzędzia zarządzania jakością; Six Sigma

• Wydawca: Wydawnictwo SIGMA-NOT
• Czasopismo: Problemy Jakości
• Rocznik: 2010
• Tom: R. 42, nr 11
• Strony: 16--20

Twórcy

autor

Gapska K.

• Kolegium Nauk o Przedsiębiorstwie, Szkoła Główna Handlowa