Research On Service Quality Management Based On Lean Six Sigma Theory

Lean manufacturing and six sigma management are the two kinds of management pattern is very popular today.The former results in enhancing production efficiency,reduce production costs,the latter focus more on the stability of the production and quality control,with the outcome in terms of quality management.But with the deepening of the practice and theory research,it was found that only use one of these methods,will encounter from the essence of its own inherent limitation,and in some sense,the weakness has certain complementarity.The end of last century,people began to think about how to lean manufacturing and six sigma,complement each other,form a good effect.Gradually formed at the beginning of this century,lean six sigma management theory,and obtained a lot of research.But at home,practice and research of lean six sigma in service industry are few,the purpose of this paper is to explore how to apply lean six sigma to improve A tower service level of the company.As A tower of the company's growing demands of service quality and customer for iron tower,A tower company is more and more attention to the quality of service,so A tower company began in-depth service quality management of the project,with the help of A lean six sigma theory guide tower company upgrading the quality of service and use.This paper first explains the research background and significance of the article,integrating analysis of previous literature on the application of lean six sigma theory,the article studies the main content and research methods;Second from the theory of lean management,lean six sigma analysis in this paper,we study the theoretical basis of;Again,in this paper,A tower company as the research object,explore lean six sigma theory the feasibility of the application in the iron tower to service quality management,at the same time,combined with the survey data to analyze the problems existing in the iron tower company and lean six sigma theory in tower company the improvement of the quality of service;And in this paper,by using DMAIC methodology,using the definition,measurement,analysis,improvement and control and so on five stages to analyze the application of lean six sigma in tower company;The research conclusion of this paper,the tower as the company's outlook of service quality management are put forward.