The effect of implementing design for six sigma in new service development

Abstract

The service industry has become a leading factor in economies worldwide, and great deal of studies have been conducted to facilitate and improve the management of new service development (NSD).However, NSD still lacks well-formalized and rigorous approach which is generally accepted among scholars. The advent of overarching approach that could overcome the current concerns in NSD, with the focus on both managerial and technical aspects, is becoming more and more vital for service-based organizations. Relying upon existing literatures on design for six sigma and its established benefits, this study investigates the use of design for six sigma in service organizations and examines its likely impact on NSD performance. The results of the research illustrate that by using design for six sigma in new service development, service firms can experience more efficient and effective development process and reap great benefits with regards to financial results and higher customer satisfaction.