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Download fileSix sigma measurement in a service organisation
conference contribution
posted on 2017-12-06, 00:00 authored by J Hall, D DavisSix 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 VParent Title
Proceedings of the 20th ANZAM Conference [electronic resource] : Management : pragmatism, philosophy, prioritiesStart Page
1End Page
11Number of Pages
11Start Date
2006-01-01ISBN-10
1921047348Location
Yeppoon, Qld.Publisher
Australian and New Zealand Academy of ManagementPlace of Publication
Lindfield, NSWPeer Reviewed
- Yes
Open Access
- No
External Author Affiliations
Faculty of Business; International conference;Era Eligible
- No