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Implementation Six Sigma of Service Industry: A Case of Tourism Industry

Author

Listed:
  • Ötüken Senger
  • Ömer Cengiz

Abstract

Competitive advantage that successful applications of 6 Sigma quality philosophy in the manufacturing sector brought to businesses has also been the inspiration for the service sector. The companies that can apply 6 Sigma successfully have increased their success considerably by eliminating the faults in their process. In this study, it has been aimed to decrease the faults in the process of a business in service sector and to increase its service quality by 6 Sigma quality philosophy. During the implementation of 6 Sigma DMAIC cycle, current condition of the business has been defined; in the measuring stage, service quality level of the business has been measured, In the analysis stage, the data obtained in the measurement has been construed and in the light of the analyses performed, the improvements that will allow the elimination of the faults in the business process have been determined. In the Control stage which is the last stage, the audits to be performed after the implementation of the improvements determined have been described.

Suggested Citation

  • Ötüken Senger & Ömer Cengiz, 2018. "Implementation Six Sigma of Service Industry: A Case of Tourism Industry," Alphanumeric Journal, Bahadir Fatih Yildirim, vol. 6(1), pages 151-176, June.
    • Handle: RePEc:anm:alpnmr:v:6:y:2018:i:1:p:151-176
    DOI: http://dx.doi.org/10.17093/alphanumeric.396671
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    More about this item

    Keywords

    6 Sigma; Service Sector; Statistical Quality Control;
    All these keywords.

    JEL classification:

    • C1 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology

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