| Six sigma and Lean are well-accepted and effective management methodologies. However, alignment of these two methods and its leverage to organization's change initiatives has not been understood by business organizations. The combination of six sigma and lean can effectively avoid its own weakness of these two advanced management methodologies. Therefore, it can develop unique competitive strength when applying to an organization's change improvement.With China telecommunication industry developing, operators are facing more and more challenges. Business revenue margin and ARPU value are decreasing dramatically. China telecommunication market is opening up step by step. It is worthwhile to mention that 3G-license issuance and telecommunication industry's reorganization have great impact on operators' future development. So improving service quality management is the best way to address above-mentioned issues.This paper analyzed Lean Six Sigma method in its first part and introduced relevant topics about telecommunication service quality management in the second part. And then the paper clarified how to apply Lean Six Sigma to telecommunication service management practice from specific implementation steps to a mass of powerful tools. Lastly, a case study was introduced to testify effectiveness and feasibility of Lean Six Sigma for telecommunication service quality management.Although Lean and Six Sigma are well-known management ways, the systematical research on their alignment is rare in China. Telecommunication service quality management has been a hotspot for a long time, but people paid more attention to imperatives and metrics, which lack of practical details on implementation and follow-up control measure. The innovative highlights of this paper are systematical analysis on Lean Six Sigma and its application to telecommunication service quality management at practical level, which will contribute a lot to telecommunication operators' future development. |
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