<abstract xmlns="http://www.w3.org/1999/xhtml"><p>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&amp;Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement.</p></abstract>

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.

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

Production Engineering Archives

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Six Sigma as a method of improving the quality of service process"}

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...

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

Published Online: Nov 14, 2018

Page range: 10 - 15

Received: May 15, 2018

Accepted: Jun 28, 2018

DOI: https://doi.org/10.30657/pea.2018.19.03

Keywords
DMAIC cycle, improvement, quality, service process, Six Sigma

© 2018 Kamila Kowalik, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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

Published Online: Nov 14, 2018

Page range: 10 - 15

Received: May 15, 2018

Accepted: Jun 28, 2018

DOI: https://doi.org/10.30657/pea.2018.19.03

KeywordsDMAIC cycle, improvement, quality, service process, Six Sigma

© 2018 Kamila Kowalik, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
DMAIC cycle, improvement, quality, service process, Six Sigma