Six sigma in service organizations: A conceptual framework based on aspects of implementation and performance

Abstract

Literature suggests Six Sigma as an important management philosophy, which supports organizations in their efforts to obtain satisfied customers. Intriguingly, despite the extensive effort that has been invested and benefits that can be obtained, the systematic implementation of Six Sigma in service organizations is limited. This research work presents results from two aspects. The first concern is with the estimation of success and progress of service organizations due to Six Sigma implementation. The second aspect is related to Six Sigma implementation in service organizations. These are accomplished through surveys (small-scale and large-scale) and case studies. Our findings reveal that mainly mass services have implemented Six Sigma throughout the organization and they are the most successful and progressive. The successful service organizations use less number of tools and techniques compared to less successful organizations. In addition the study also visualizes that CSFs, CTQs, and STTs vary across service types. The findings also indicate difficulties faced in Six Sigma implementation by service organizations, which shows, rather than the difficulty of data collection; part-time involvement, extension of project timeline, and staff turnover during projects or after training are the major difficulties. Unknown to us as a reason for not implementing Six Sigma prompts us to further understand the unique nature of service organizations and provide a customized approach for Six Sigma implementation.