Abstract
Six Sigma (SS) methodology is typically portrayed in industrial/ manufacturing sectors in an approach called "operational". However, another approach is available called "transactional". The transactional approach for SS deals with "soft" situations that are not as structured as those found when using the operational approach. Transactional SS projects are classified into three categories: support areas, services, and administrative processes. The aim of this paper is to present a model of transactional SS for service processes in order to provide managers and decision-makers with tools and recommendations on how to perform these types of SS projects. This model will provide a roadmap for SS implementation using the DMAIE framework. An analysis of the strengths and weaknesses encountered in transactional SS projects is presented along with potential future research avenues in this field of work.
| Original language | English |
|---|---|
| State | Published - 2011 |
| Event | 61st Annual Conference and Expo of the Institute of Industrial Engineers - Reno, NV, United States Duration: May 21 2011 → May 25 2011 |
Conference
| Conference | 61st Annual Conference and Expo of the Institute of Industrial Engineers |
|---|---|
| Country/Territory | United States |
| City | Reno, NV |
| Period | 05/21/11 → 05/25/11 |
Keywords
- Customer satisfaction
- DMAIE
- Perception
- Performance metrics
- Transactional six sigma