Please use this identifier to cite or link to this item: https://doi.org/10.1109/IEEM.2007.4419428
Title: A survey on Six Sigma implementation in Singapore service industries
Authors: Chakrabarty, A.
Tan, K.C. 
Keywords: Service organisations
Six sigma
Survey
Issue Date: 2007
Source: Chakrabarty, A., Tan, K.C. (2007). A survey on Six Sigma implementation in Singapore service industries. IEEM 2007: 2007 IEEE International Conference on Industrial Engineering and Engineering Management : 1428-1432. ScholarBank@NUS Repository. https://doi.org/10.1109/IEEM.2007.4419428
Abstract: The concept of Six Sigma was initiated in the 1980s by Motorola. Since then it has been implemented in several manufacturing and service organizations. In case of services, health care and finance were major beneficiaries till now. The application of Six Sigma is gradually picking up in other services like; call centers, utilities and public services. This paper provides empirical evidence on Six Sigma implementation in service industries in Singapore. By using a sample size of 50 service organizations (10 responses are from organizations which have implemented Six Sigma), the paper helps in understanding the status of Six Sigma in service organizations in Singapore. The findings confirm the inclusion of critical success factors, critical to quality characteristics, tools and key performance indicators as observed from the literature. The revelation of "not relevant" as a reason for not implementing Six Sigma shows the need for understanding specific requirements of service organizations before its application. ©2007 IEEE.
Source Title: IEEM 2007: 2007 IEEE International Conference on Industrial Engineering and Engineering Management
URI: http://scholarbank.nus.edu.sg/handle/10635/72268
ISBN: 1424415292
DOI: 10.1109/IEEM.2007.4419428
Appears in Collections:Staff Publications

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