Research On The Application Of Six Sigma In Tourism Enterprise Quality Management

The competition among tourism enterprises is becoming fiercer day by day with the development of service industry. As an emerging quality management mode achieved great success in manufacturing industry, Six Sigma has been gradually applied in service industry. However, the application of Six Sigma in service industry has seldom been applied in tourism enterprises, so it is obvious that there are few related studies in tourism field. Based on the above analysis, this paper designs Six Sigma quality management model for the tourism enterprises based on Six Sigma and combines the features of tourism enterprises. Then, theoretical basis and practical path would be provided for the successful application of Six Sigma in tourism enterprises.This paper briefly introduces the improvement situation of quality management in service industry and the research situation of Six Sigma, and recalls the service quality and quality management theory which is the theory basis of this study firstly. Secondly, the necessity of implementing Six Sigma management in tourism enterprises is expatiated based on the research of service quality and the situation of quality improvement in tourism enterprise. Thirdly, combined with the character of service quality in tourism enterprise, a Six Sigma quality management model which is suitable to tourism enterprise is constructed of the basis of the elementary mode of Six Sigma. In the end, this paper took the dining department in a four-star business hotel in Changsha (Hunan) as implementation sample, empirically studied the tourism enterprises'Six Sigma quality management model built by this paper and obtained satisfactory results.Through the study of the paper, there comes to conclusion that Six Sigma can effectively improve the quality of services in tourism enterprises. During the application, a tourism enterprise should adjust the application of Six Sigma model to make it suitable according to its own characteristics. In addition, the core and most difficult point of Six Sigma implemented in tourism enterprises is the quantification of service quality indicators. Finally, tourism enterprises should pay more attention to the Six Sigma management process than before.