The Application Of 6σ Management In CSC

It's services economics time, services is becoming the stronger weapon to develop our enterprises' core competitive capacity. Services competence strategy has been introduced to traditional industry enterprises. Management focus has been transmitted to service management, the organizations of the enterprises have been changed also, which results that the function management mode has been taken place by profess mode. Under this situation, the client service center (CSC) appears. To operate the CSC efficiently, we should keep the balance between inner efficiency and outside efficiency, to do so, we must put more emphasize on service process management.In this thesis, we introduce the basic operating mode of CSC briefly, then we point out the problems which lies in our service quality control index system. The main problem is that we aren't able to measure the KPI (key process index) exactly. The mean of the index couldn't tell us the defects in the service process and the gap between our work and the demands of our clients. To change this situation, it's high time to introduce 6σ management, which was invented by Motorola Company (USA) in 1987 and had made great successes in the fields of product quality improvement. The basic principle of 6σ is to develop customer satisfaction and lower inner resource cost, which is consistent with the basic requirement of service management. 6σ lays stress on measurement, which is based on the clients' satisfaction and how to improve our organization's competitive capacity. This article introduces the basic theory of 6σ , then gives some KPI measuringexamples to discuss how to apply this advanced theory in CSC management.