In reality, service processes do have outputs or "products", which may be tangible or intangible, and intangible products are usually services. For example, the ultimate goal of marketing is to increase sales and profits and improve products or services through effective market research; The two products of marketing are to increase sales and profits.
Characteristics of service industry:
In the service industry, people can't see the output of products and processes, but they can confirm "Does the work produce added value?" Confirm the value status of process steps in the process. The service industry lacks a clear process, and Six Sigma improves the process to improve the results. Therefore, if you can't understand what they are doing, you can't successfully apply Six Sigma. Flowchart is very important in the application of Six Sigma project in service industry. The process diagram can clearly record the process under discussion.
Characteristics of service industry: the document is very inadequate; Employees lack systematic methods to solve problems; Afraid of using statistical tools.
Application of six sigma in service industry;
Process redesign and process added value analysis
Design and performance improvement of quantitative process evaluation system
Evaluation and improvement of reliability, protection and maintainability of service facilities
As a concept of quality management, manufacturing six-fitness horse was first put forward by blll smith of Motorola in 1986. Its purpose is to design a goal: reduce the number of defects in products and processes, prevent product variation and improve quality. In the mid-1990s, GE developed from a total quality management method to an efficient technology for enterprise process design, improvement and optimization, providing a series of effective improvement tools for product design, production and service, which are also applicable to manufacturing industry.
Six Sigma is not an improvement of a specific part, but an improvement activity aimed at the whole manufacturing operation, which is a business innovation activity to eliminate bad roots, minimize costs and improve customer satisfaction.
The improvement of business performance by manufacturing Six Sigma includes: increasing market share, improving customer satisfaction, reducing product cost, shortening delivery cycle, reducing bad defects, accelerating product/service development, changing corporate culture and so on. Its improvement scope involves the whole production management system.
In order to achieve six horses, we must first formulate standards, track the deviation between assessment operation and standards at any time in management, and constantly improve, and finally achieve six horses. At present, a set of process models has been formed to continuously improve each link: definition, measurement, analysis, improvement and control.
Definition: To determine the goals and progress that need to be improved, and the senior leaders of the enterprise are to determine the strategic goals of the enterprise. The goal of middle-level operation may be to improve the productivity of manufacturing department, and the goal of project level may be to reduce defective products and improve efficiency. Before defining, you need to distinguish and draw the process.
Measurement: measure and weigh the existing systems and data with flexible and effective measurement standards to understand the existing quality level.
Analysis: Use statistical tools to analyze the whole system and find out several key factors that affect the quality.
Improvement: Use project management and other improvement tools to establish the best improvement plan for key factors.
Control: monitor the new system process and take measures to maintain the improvement results, so that the whole process can give full play to its effectiveness.