Six Sigma for Service Organizations

Why use Six Sigma?
Objectives
Results

Overview

All work can be thought of in terms of a process and variation is present in all aspects of work processes. Unintended variation in work processes reduces performance, decreases customer satisfatcion and negatively impacts bottom-line performance. However, when viewing problems from the framework of a process with inputs, processing steps, and outputs, the Six Sigma approach can be applied to solve problems.

Six Sigma attacks variation in two specific ways:

• Reduction of the variation around the process average
• Shifts the process average to the desired target value

This approach results in quality improvement and virtually defect-free performance.