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Six sigma measurement in a service organisation

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conference contribution
posted on 06.12.2017, 00:00 by J Hall, D Davis
Six sigma was developed in manufacturing industry and provides a structured approach to business improvement focusing on customers’ needs, data collection and analysis. Recently six sigma has become popular in service organisations with some high profile success stories being reported e.g. GE Capital. We report research into the implementation of six sigma in an Australian financial institution. We explain how the performance management system was developed and used. The organisation has committed significant resources to the six sigma program and have addressed many of the critical issues for successful implementation. An integrated approach was used to develop the performance measurement system alongside a workflow system. Current results indicate that the six sigma program is likely to achieve its objectives.

Funding

Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)

History

Editor

Kennedy J; Di Milia V

Parent Title

Proceedings of the 20th ANZAM Conference [electronic resource] : Management : pragmatism, philosophy, priorities

Start Page

1

End Page

11

Number of Pages

11

Start Date

01/01/2006

ISBN-10

1921047348

Location

Yeppoon, Qld.

Publisher

Australian and New Zealand Academy of Management

Place of Publication

Lindfield, NSW

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Faculty of Business; International conference;

Era Eligible

No

Name of Conference

Australian and New Zealand Academy of Management. International conference

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