The Application And Research Of Six Sigma Management In Service Enterprises

In the background of economic globalization, a new quality management methodology is emerging. Six Sigma which is applied successgully in Motorola, General Electric, Sony, Philips, and other world's top 500 enterprises, has attached great importance to EU, the United States, Japan and other foreign enterprises.Six Sigma originated from the manufacturing industry ,linking six sigma standards to powerful quality management tools and techniques to improve the quality performance perfectly.Six sigma based on datas and facts, using logical thinking and structural methodology to solve the complicated issue of quality management.Six Sigma is a management mechanism which pursue to high level of quality ,efficiency and continuous improvement,concerning the feeling of the customers ,taking datas and facts as the basis and emphasizing on preventive management and non-border cooperation. Six Sigma is a management goal,a management method and a management process,but the critical point of it is the pursuit of the customer loyalty. To resolve any issue must be based on the needs of customers and achieve customer satisfaction. This management philosophy is conducive to find CTQ of the business processes and to build the business management models which is customer-focused.Service quality is critical to survival of service enterprises ,relating to the economic efficiency and market competitiveness. Service enterprises in China is still fall behind the world advanced ones in the scientific management and high-quality service field.Quality management is the weakness of service enterprises. While not all the systems of quality management which have been applied to manufacturing industry successfully can adapt to service environment perfectly.There are still some problems remain to be settled both in theory and practice.How to eliminate the fluctuation of the process ,make service standards,reduce service defects and costs to improve service performance of service enterprise is the new task for scholars and practitioners. The vigorous development of Six Sigma management make servie enterprises which has weakness in quality management pay attention to it , trying to find a new way to enhance the quality management.Six Sigma management points to the business process to improve the service quality and describes it with quantified ways to make up the lack of ideological flaws of service quality management . Six Sigma management as a process improvement methodology, the perspective of it is from the process .It attaches importance to process optimization and implementation of people. The unique idea and flexible approachs accord with the characteristics of service quality management,which can provide quantitatives methods to manage the process of a service enterprise.There are many successful cases of six sigma application in manufacturing sector, but the service sector will be faced with many challenges. The process of services "production" contact with customers directly and is affected by customers easily,so it is difficult to control the fluctuation and review the businesss processs.The paper choose hotel industry as case study, and Shanxi JinNian hotel is the specific example of the study. The hotel is the first three-star foreign tourist hotel in Taihang Mountain Area Nian.In accordance with the standards of star hotel,Jinnian hotel establish a set of modern management system gradually and embarked on the stable development .On the threshold of the 21st century, Jinnian hotel named four-star and upgrade the overall level to a new height. With increased competition in the hotel industry,If Jinnian hotel want to maintain its leading position in hotel industry ,it have to improve service performance continuously . The competition of hotels is up to the service quality which is the "bottleneck" of hotel development.Therefore, it is necessary to apply six sigma in JinNian hotel. The hotel also posses the basic conditions for the implementation of six sigma.By analyzing the characteristics of service process and comparing the six sigma implementation mode of manufacturing enterprises, the paper point out the lack of quantitative research of service processs and suggest to use Six sigma to manage the entire service process; Analyzing the feasibility ,necessity and challenges of the application of six sigma management in service enterprise. In theoretical research, the paper presented the management connotation of six sigma;By analyzing six sigma methodology and comparing with other quality management methods, the paper summarized the content of six sigma comprehensively. Six Sigma management can be described as the management of quality and efficiency which treat fine management of process as the goal and qualified efficiency of service processs. Six Sigma method is a statistical description of the quality level which require defect rate less than 3.4 parts per million; Six Sigma is a set of management philosophy, management methods and management process. In application part,first of all ,the paper summarized the hotel type which is adapt to implementation of Six Sigma management; Presented the key criteria for the selection of winning projectsin the hotel industry and illustrated the business process which are highly repeatable, relatively easy to measure, and preferable simple are applicable to six sigma management;The paper reported a specific case which is to improve the performance of check-in process to analyze the DMAIC methodology in details, followed by the exploration of its implementation.