The Six Sigma Service Improvement Implementation Model And Case Study

With the continuous enhancement of product capability, as well as the spring-up of internet and global information web, the trend of Economic Globalization is inevitable; meanwhile, great changes also occurred to worldwide economy framework -the ratio of Service Economy is amazingly increasing. Even for traditional manufacturers, the way to acquire and maintain competition advantage has greatly changed. The management and control of Service Quality has become the new focus of business management However, most quality improvement methodologies are developed based on the characteristics of manufacturing and hard to be applied to Service Quality Management.Six Sigma is one of the improvement metheds that are comparently frequently used in Service Process Improvement field. During the long-term research and practice in enterprises such as GE, Motorola, DuPont, etc., Six Sigma has become a management philosophy, covers every dept. inside an organization and suits for overall process improvement. But still, because of the essence of manufacturing derivation, when Six Sigma is applied to Service Process Improvement, there are some imperfections.This paper makes deep analysis of the characteristics of Service and Service Quality, summarizes the experience and shortcoming of the classical Six Sigma Model-DMAIC according to the traits of Service Process and special focuses in Service Process Improvement, and develops a Service Process Improvement oriented Six Sigma Model-DPMIS.The DPMIS Model fully considered the characteristics of Service Process, designed pertinent implementation steps, and imported some useful tools in Service Quality Evaluation field and CRM field to Six Sigma toolkit in order to be better in point of Service Process Improvement.The paper also uses a practical case study in a Fortune 500 Multinational Company to further illustrate and verify the validation and feasibility of DMPIS Model.The main traits and innovations of DPMIS Models are as following:1) Pertinent implementation steps for Service Process Improvement;2) Combined Quality Level Evaluation Method including both Internal (Organization) and Extenal (Customer);3) Grading Process Performance Standard;4) Supplementation of Six Sigma Toolkit.