Six Sigma (6¦Ò) And Service Quality Improvement And Management,

In order to improve the product and service quality, and establish the quality management of "zero defects" and "perfect quality", Motorola created Six Sigma in 1987. Six Sigma is a quantitative approach that fuels improved effectiveness and efficiency in an organization. Some of the most successful companies like GE and AlliedSignal contributed to making Six Sigma the most popular quality improvement methodology in history.The essay is focused on:- The concept of Six Sigma quality management- The application of Six Sigma quality management on improving service quality management.The author emphasizes on how an enterprise should convert the Six Sigma way to opportunities and assets by absorbing the essence of the Six Sigma and merging it's methodology, philosophy and culture into the part of the management, realizing the fact that Six Sigma is relatively new to most of the domestic companies. Enlightened by the "Six Sigma basics" and "Six Sigma success factors" based on her own practice, the author is hoping to contribute to enterprise management by sharing her thoughts. Upon a great deal of effort has been put on product quality management while service quality management has much less attention, it is extremely important to establish a more sophisticated service management system and it's tools in order for a company particularly a service to acquire more competitive advantage. The author believes that Six Sigma is the way to achieve it. The essay is organized as:Part I: Six Sigma quality management and its characteristics;Part II: Elaboration of Six Sigma way and how it should apply to the improvement of service quality; The deployment of Six Sigma to service companies and essence of it's methodology.Part III: Demonstrate the whole process of deploying a real Six Sigma project of "reduce purchasing cost".