Title :
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
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;
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
DOI :
10.1109/CCDC.2009.5194861
