Title :
Using six sigma in new service development
Author :
Goudarzlou, Atarod ; Kay Chuan, Tan
Author_Institution :
Ind. & Syst., Dept.Fac. of Eng., NUS, Singapore
fDate :
June 30 2008-July 2 2008
Abstract :
The service industry has become a leading factor in economies worldwide, and great deals of studies have been conducted to facilitate and improve the management of new service development (NSD). This research investigates the use of six sigma tools and techniques in service organizations and examines its effect on NSD performance. The results of the research illustrate that by using the six sigma methodology in new service development, firms can experience greater efficiency in their development processes with regards to improved financial results and higher customer satisfaction.
Keywords :
customer satisfaction; product development; service industries; six sigma (quality); NSD management; customer satisfaction; new service development; product development; service industry; service organizations; six sigma techniques; six sigma tools; Concrete; Customer satisfaction; Employment; Engineering management; Globalization; Product design; Product development; Project management; Risk analysis; Six sigma; Design For Six Sigma; New service development; Six sigma;
Conference_Titel :
Service Systems and Service Management, 2008 International Conference on
Conference_Location :
Melbourne, VIC
Print_ISBN :
978-1-4244-1671-4
Electronic_ISBN :
978-1-4244-1672-1
DOI :
10.1109/ICSSSM.2008.4598530
