SIX SIGMA AS A METHOD OF IMPROVING THE QUALITY OF SERVICE PROCESS
Journal Title: Production Engineering Archives - Year 2018, Vol 19, Issue
Abstract
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.
Authors and Affiliations
Kamila Kowalik
Keywords
Related Articles
- EP ID EP489017
- DOI 10.30657/pea.2018.19.03
- Views 59
- Downloads 0
Technical aspects of casting and their effect on the quality of Remanium CSe dental alloys
The study concerns on investigation of Remanium CSE alloy, one of the dental alloys used in metal-ceramic connection preparation. The alloys based on Ni-Cr-Mo are widely used in dental engineering because of their high m...
Comparison of the classical variation coefficient with calculated with the ring method for survey BOST results
This article presents two methods of the variation coefficient calculating: the classical method and the ring method. These methods were used to study the distribution of pairs of validity ratings on the map of stability...
TECHNOLOGICAL AND ECOLOGICAL SAFETY IN ASPECT OF CHEMICAL PROPERTIES OF RECYCLED NEODYMIUM MAGNETS - ELECTRIC MO-TORS AND HARD DISK
Neodymium magnets currently dominate the magnet market due to their superior magnetic proper-ties with maximum volume minimization. In this paper, the results of X-ray analysis for two types of magnetic powder obtained f...
Safety restrictions in the logistics of dangerous and toxic substances
In this work the difficulties of a safety restriction in the transport of chemical substances is explored. The ranking of dangerous substances and materials is presented to indicate that substances used in various indust...
User habits and multimodal route planning
The results of route planning researches are monitored by logistic and automotive industries. The economic aspects of the cost saving are in the focus of the attention. An optimal route could cause time or fuel savings....