The Application And Research Of 6sigma Management On Enterprise Service Improvement

As a brand new management method,6sigma came into the world from Motorola Company in 1980s. As Jack Welch introduced it into General Electric Company (GE) and achieved great success, the upsurge of 6sigma promotion was triggered. 6sigma also evolved from original comprehensive quality management approach into an advanced management concepts which equally applicable to different other areas.6sigma management is a method which really cares about the needs of customers, it makes decision based on data and facts, promotes non-border cooperation and focuses on the process, improves enterprise management through proactive management and continuous improvement, pursue the goal of performance excellence.6sigma is not only an advanced management concept, but also equipping with systematic and effective methods and tools, which can achieve very significant results in the enterprise application and practice. So, 6sigma management has been the great esteem by many enterprises.Today,6sigma management in manufacturing companies has become so common, the cases of successfully applying 6sigma management to improve product quality and management level can be seen everywhere. However, it is still rare that using 6sigma in service-oriented enterprises because there are many different between services and production. For example:A product is tangible but services intangible, intangible service is more difficult to control than tangible products; service quality standards determined by the needs of customers, but customer demand is subjective and difficult to be clearly defined and quantified, furthermore, customer's requirements are easy to change and volatility; it's difficult to standardize the process of service, customer evaluation to service process is subjective and various from person to person, and so on.In consideration of above features of service, traditional methods of product quality improvement cannot simply copy to the service improvement. Despite of the obvious advantages of 6sigma management compared with the traditional quality management, when applied to improve services performances, there are still many practical problems need to be solved. Therefore, this article will discuss the application of 6sigma management specific to the enterprise's service improvements, and bring in the customer satisfaction model and change management theory in accordance with service features. This article will describe the thinking and methods to identify problems, analyze and solve problems from the point of view of 6sigma black belt, and use real and full case to demonstrate the method, hoping to provide some reference for Chinese enterprises on using 6sigma theory to improve service performance.