The challenges of six sigma in improving service quality

Abstract

Purpose

The purpose of this paper is to critically evaluate the contributions of six sigma methodology to the improvement of service quality. Since its development in the late 1980s, six sigma has been extensively applied in manufacturing and quasi‐manufacturing settings. This study aims to explore the challenges of six sigma in reaching a much wider field of application.

Design/methodology/approach

Utilizing the service quality framework, the authors assess the contributions of six sigma and explore its limitations when applied to services.

Findings

The relentless drive toward adopting six sigma to services has led both to a limited field of applications and to unrealistic expectations as to what six sigma is truly capable of achieving, particularly in knowledge‐based environments.

Research limitations/implications

This research focuses on highlighting gaps in the six sigma as applied to services; further work is necessary to identify and develop new methods and to study their effectiveness.

Practical implications

The most immediate practical implication of this study is the call for the redesign of the curricula of six sigma black belts training programs; training in service quality is vital for the successful application of six sigma in service operations.

Originality/value

This study provides a fresh look into six sigma application to services by combining a thorough analysis of the service quality model with the in‐depth understanding of six sigma statistical concepts.

Citation

Nakhai, B. and Neves, J.S. (2009), "The challenges of six sigma in improving service quality", International Journal of Quality & Reliability Management, Vol. 26 No. 7, pp. 663-684. https://doi.org/10.1108/02656710910975741