Empirical study on the application of 6 Sigma to the improvement of servicing process

Author

Sang, Jinyan ; Zhang, Yinghua ; Qi, Zhenfa

Author_Institution

Sch. of Manage., Shandong Univ. of Technol., Zibo, China

fYear

2009

fDate

17-19 June 2009

Firstpage

4793

Lastpage

4797

Abstract

6 Sigma is an advanced quality management tool and BPR is a popular enterprise management concept. 6 Sigma is applied to the business process re-engineering of a hospital servicing enterprise in the paper. The DMAIC (Define, Measure, Analyze, Improve and Control) process is implemented to improve the service quality.The linkage of enterprises process and service quality is revealed.The management concept that high quality service need the guarantee of the process with high liability and high quality is presented.

Keywords

business process re-engineering; quality management; 6 Sigma; BPR; Define Measure Analyze Improve and Control process; business process re-engineering; enterprise management; hospital servicing enterprise; quality management tool; Business process re-engineering; Companies; Economic forecasting; Environmental economics; Hospitals; Innovation management; Material storage; Power generation economics; Quality control; Quality management; 6 Sigma; Business Process Re-engineering(BPR); Improvement; Service Process;

fLanguage

English

Publisher

ieee

Conference_Titel

Control and Decision Conference, 2009. CCDC '09. Chinese

Conference_Location

Guilin

Print_ISBN

978-1-4244-2722-2

Electronic_ISBN

978-1-4244-2723-9

Type

conf

DOI

10.1109/CCDC.2009.5194861

Filename

5194861