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A framework for the selection of Six Sigma projects in services: case studies of banking and health care services in Taiwan

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  • Ying-Jiun Hsieh
  • Lan-Ying Huang
  • Chi-Tai Wang

Abstract

This study develops a framework for effectively implementing service Six Sigma projects. The framework is composed of four phases: (1) initial project identification, which deploys candidate projects in accordance with a firm’s strategic goals, (2) project value assessment, which evaluates project’s value based on the financial return, cost, and its impact on employee behavior, (3) project complexity assessment, which examines scope, data availability, and risk associated with the project, and (4) project prioritization, which identifies Six Sigma projects and categorizes them into black belt and green belt categories. Two cases in banking and health care services are discussed to demonstrate the proposed framework. Copyright Springer-Verlag 2012

Suggested Citation

  • Ying-Jiun Hsieh & Lan-Ying Huang & Chi-Tai Wang, 2012. "A framework for the selection of Six Sigma projects in services: case studies of banking and health care services in Taiwan," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 243-264, June.
    • Handle: RePEc:spr:svcbiz:v:6:y:2012:i:2:p:243-264
    DOI: 10.1007/s11628-012-0134-1
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    References listed on IDEAS

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    1. Youngjung Geum & Sungjoo Lee & Daekook Kang & Yongtae Park, 2011. "The customisation framework for roadmapping product-service integration," Service Business, Springer;Pan-Pacific Business Association, vol. 5(3), pages 213-236, September.
    2. Insu Cho & Heejun Park & Jeongil Choi, 2011. "The impact of diversity of innovation channels on innovation performance in service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 5(3), pages 277-294, September.
    3. Hennie Daniels & Henk Noordhuis, 2005. "Project selection based on intellectual capital scorecards," Intelligent Systems in Accounting, Finance and Management, John Wiley & Sons, Ltd., vol. 13(1), pages 27-32, March.
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    1. DonHee Lee & Dong Lee, 2013. "A comparative study of quality awards: evolving criteria and research," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 347-362, September.
    2. Suk Bong Choi & Jin Min Kim, 2018. "A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 403-433, June.
    3. DonHee Lee, 2012. "Implementation of quality programs in health care organizations," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 387-404, September.
    4. DonHee Lee & Kai K. Kim, 2017. "Assessing healthcare service quality: a comparative study of patient treatment types," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
    5. Delahoz-Domínguez, Enrique & Zuluaga-Ortiz, Rohemi & Periñan-Luna, Arantxa & Mendoza-Brand, Silvana, 2022. "Un enfoque de Seis Sigma para evaluar la calidad de la educación superior en Colombia [A Six Sigma Approach to Assessing the Quality of Higher Education in Colombia]," Revista de Métodos Cuantitativos para la Economía y la Empresa = Journal of Quantitative Methods for Economics and Business Administration, Universidad Pablo de Olavide, Department of Quantitative Methods for Economics and Business Administration, vol. 33(1), pages 386-407, June.

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