The Application Of Lean Six Sigma In The Improvement Of Maintenance Service Quality In Enterprise A

Lean Six Sigma is an effective method to improve service quality.It mainly implements quality optimization of the service industry by defining,measuring,analyzing,optimizing,designing,and controlling(DMAIC)processes.Service quality is a problem that needs to be paid attention to by the service industry at all times.It should not only focus on the continuous improvement of service quality,but also on the stability of services.At present,the quality of electronic equipment products is gradually becoming more and more common with the improvement and popularization of technology.The quality of after-sales service is a part of the product that can be added to the product quality.The after-sales service is intuitively perceived by the customer,and the customer's satisfaction with the service is Metrics that measure the quality of service.The customer's demand is the main content of the product after-sales service needs identification,and is also the implementation principle of Lean Six Sigma.After-sales service has its special intangibility,evanescence and coherence.Therefore,after-sales service of products,especially for the customer's active appeal,needs rapid response and meets the needs of the owner once and for all,so as to ensure consistent service.On the basis of studying and drawing reference to related literature at home and abroad,this article takes the Six Sigma management as the theoretical background and systematically studies the optimization of after-sales service quality of products in accordance with the process of Six Sigma quality improvement.According to the current status qua of the company,the DMAIC method in Lean Six Sigma was introduced.Starting from the customer's key requirements and business process,the measurement system analysis,fish-bone diagram analysis,failure mode,and results analysis were used to conduct research to identify key service quality factors.Then improve the experimental design for the key quality factor level,and propose improvement programs and control plans.Finally,an evaluation of the improved service quality and a lean benefit analysis verify the effectiveness and practicality of the improvement process.This article uses Minitab software to analyze the data to provide technical support for the company to achieve service quality improvement.