2011 YÜksek lisans tez özetleri

Quality Management With Six Sigma In Service Sector

Nowadays, companies are in an international battle since the competition is now global instead of territorial. Concepts like strong brand image, customer oriented approach, sales strategies and quality became powerful advantages for companies. In addition to the strategy of elimination of excess production and workload from early 20^th centuries, today’s philosophy is to provide high quality along with reasonable pricing. To be able to follow this philosophy, companies’ strategies must be based totally on the quality.

In many companies, quality management is to prevent targeted defective product or service to reach consumers. However, this situation causes an additional cost to companies. Modern quality management is adopting quality understanding, during process phase and prevent from defective product or service. This is the mainframe of six sigma.

Six sigma, is a process oriented approach for company success which is created to solve current problems and design new products and processes at Six Sigma quality level with blending old company thoughts and experiences. It is possible to see quality’s numerical value and whether the processes are in expected quality level or not. This approach, improves the process performance and aims to reach a defect value of 3,4 in a million.

Since Six Sigma is actually a proper application of quality management tools and statistical method, it is possible to eliminate the sources of defects and effectively decrease process output variations in both service and product sectors for a certain level. If long-term experiences of international giants like Motorola, GE are examined, it is easy to observe that application of Six Sigma provides significant financial benefits to companies.

This study includes a wide research about basis of six sigma quality movement and the advancements from past to present. A road map is created in order to widen the application of Six Sigma in service sectors just like the successful applications in production industry. The last part of the study covers an enhancement application for a critical process of a commercial company in service sector, in the light of given information.