![]() ![]() The measurement data can be discrete or continuous depending upon the context. Careful Characterization of DefectsĪnother practical issue in Six Sigma measurement of service processes is the careful characterization of what a defect is – qualitative or quantitative. They may abandon them or decline to participate if they are too long. People do not have patience for long surveys. When trying to measure qualitative aspects, one problem is balancing the variety of qualitative aspects being measured with the response rates which realistically can be expected from customers. The gourmet restaurant wants to provide its customers with a relaxing dining experience, rather than be seen as trying to rush clients through as quickly as possible. However, in a gourmet restaurant the same fast service may be seen as a negative indicator. For example, quantitative measures related to time taken for completion may be very important in a fast food restaurant. ![]() Typical problems in the use of Six Sigma in service processes arise in the selection of qualitative and quantitative measures appropriate to the business and the service process being improved. So it is not surprising that Six Sigma efforts are often directed at these processes in an effort to model, measure, modify and improve them. Service processes can consume a large portion of a company’s operating margin. Service processes play integral roles in almost every company – loan processing in the case of banks, mechanical services in an automobile dealership, recruitment or new employee orientation in a human resources department, accounts payable in an accounting department. ![]()
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