Success Factors for Six Sigma Implimentation in Service Sector.

      Аннотация: Six Sigma, the quality improvement methodology made famous by Motorola in the 1980s, has garnered much-deserved recognition in the last few years as more and more companies swear by its effectiveness in improving their bottom lines. "Service companies are often dependent on people processes," explains Excelsis Magno, deployment champion and Master Black Belt at Volt Services Group, the staffing business unit of Volt Information Sciences Inc. that has recently implemented Six Sigma. "Human intervention is common practice in the service sector, which results in a lot of hidden factors. However, human resources are core to service companies." To overcome this challenge, Magno and her teams train functional leaders in Six Sigma to balance their staffing expertise with statistics-based analytical tools.

Ключевые слова: leadership, PDCA Cycle, tools, Voice of the customer