- Tytuł:
- Six Sigma as a method of improving the quality of service process
- Autorzy:
- Kowalik, K.
- Powiązania:
- https://bibliotekanauki.pl/articles/973014.pdf
- Data publikacji:
- 2018
- Wydawca:
- Stowarzyszenie Menedżerów Jakości i Produkcji
- Tematy:
-
DMAIC cycle
improvement
quality
service process
Six Sigma
metoda Six Sigma
jakość usług
proces obsługi
cykl DMAIC - Opis:
- The objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the issue of using its tools in the aspect of services. Afterwards, there has been calculated the initial sigma value which indicated the need for improvement. Measurement phase has been developed by the value stream mapping, process FMEA and customer survey which results have been analyzed in Pareto chart and fishbone diagram. Improve phase includes the Impact&Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement.
- Źródło:
-
Production Engineering Archives; 2018, 19; 10-15
2353-5156
2353-7779 - Pojawia się w:
- Production Engineering Archives
- Dostawca treści:
- Biblioteka Nauki
Artykuł