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Six Sigma for Service Organizations

Why use Six Sigma?
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Objectives

In service industries Six Sigma focuses on:

  • Service Product: The service output attributes provided to the customers or the service items provided to the customers.
  • Service Delivery Process: The process that delivers service products to customers or maintains the service products.
  • Customer-Provider Interaction: Unique to service processes - qualtiy of this interaction influences customer satisfaction.
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