Research On The Six Sigma Theory Based Wisrs Mode For The Service Quality Improvement

Six Sigma theory was created as a breakthrough quality management strategy toimprove the product quality of the manufacturing industry. Until now, theconnotation of Six Sigma is far more than its statistical significance and qualityobjectives, more importantly, it’s a management method to solve quality problems,and an idea to pursuit the performance excellence. Six Sigma has now beensuccessfully applied and popularized in various kinds of organizations. Quality ofservice means the ability of the product related service or pure service to meet therequirement or potential requirement (or need) of the customers. Whether it is theservice of the production-oriented enterprises or service of service companies, thequality of service is the key to success in the business competition. This paper willintroduce Six Sigma to the service-oriented enterprises to improve the quality ofservice and aim to explore the Six Sigma management model for service-orientedenterprises to gain sustainable competitive advantage.The enhancement of the service quality is an effective way for theservice-oriented enterprise to achieve customer satisfaction and gain customerloyalty. This article brought the concept of the WISRS mode based on the Six Sigmamanagement theory to improve the quality of the service-oriented enterprise. First ofall, it explained the background and significance of the topic of this paper, as well asthe research status both at home and abroad on the Six Sigma management andservice quality improvement, and clear basic idea and direction of the research wasgained. Secondly, an in-depth study on the theory of Six Sigma management and theservice quality was carried out. On this basis, the Six Sigma WISRS mode for theservice-oriented enterprises to improve the quality of services was put forward.Through the explanation of the warming up phase of the WISRS mode, and theidentifing target project phase, the streamlining the target project phase,redesignding the target project phase and standardizing new process phase, the routeof the WISRS mode was introduced. Finally, the result of this study was applied tothe practice of a hotel named KJ, and its dining service was chosen as a six sigmaprogram. The application of the WISRS mode in KJ’s dining service made theservice quality improvement much more meaningful and easier to manage.