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Application of six sigma DMAIC methodology to reduce service resolution time in a service organization

This paper illustrates how Six Sigma methodology may be used to improve service processes. The purpose of this paper is to develop Six Sigma DMAIC methodologies that would help service organizations look into their processes. | Application of six sigma DMAIC methodology to reduce service resolution time in a service organization Accounting 1 2015 43 50 Contents lists available at GrowingScience Accounting homepage www.GrowingScience.com ac ac.html Application of six sigma DMAIC methodology to reduce service resolution time in a service organization Virender Narulaa b and Sandeep Groverc a Research Scholar Mechanical Engineering Y M C A U S T Faridabad 121006 India b Associate Professor Faculty of Engineering amp Technology Manav Rachna International University Faridabad India c Professor amp Dean - Engineering and Technology Y M C A University of Science and Technology Faridabad CHRONICLE ABSTRACT Article history The popularity of Six Sigma as a means for improving quality has grown exponentially in Received June 5 2015 recent years. It is a proven methodology to achieve breakthrough improvement in process Received in revised format performance that generates significant savings to bottom line of an organization. This paper August 16 2015 illustrates how Six Sigma methodology may be used to improve service processes. The purpose Accepted November 23 2015 Available online of this paper is to develop Six Sigma DMAIC methodologies that would help service November 25 2015 organizations look into their processes. In addition it demonstrates the vital linkages between Keywords process improvement and process variation. The study identifies critical process parameters Process variation and suggests a team structure for Six Sigma project in service operations. Common causes Special causes Control charts 201 5 Growing Science Ltd. All rights reserved. 1. Introduction Service operations comprise 80 of GDP in United States and are rapidly growing around the world. In Indian economy also service sector accounts for substantial share of GDP Besseris 2013 . The cost associated with work that adds no value in customers eyes is typically 50 of total service expenses. It means there is enormous .