Using six sigma in new service development

Author

Goudarzlou, Atarod ; Kay Chuan, Tan

Author_Institution

Ind. & Syst., Dept.Fac. of Eng., NUS, Singapore

fYear

2008

fDate

June 30 2008-July 2 2008

Firstpage

1

Lastpage

6

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/ICSSSM.2008.4598530

Filename

4598530