Chapter 3. Six Sigma for Services
As discussed in the previous chapters, significant differences exist between an offering provided by a manufacturing firm and that provided by a service firm. Salient characteristics of service operations systems are customer participation in the service process, the interdependent and dynamic nature of the service system’s steps, the intangibility of the offering, and the perishable nature of the offering. The previous chapters also mentioned a few types of performance management systems. One of these methodologies, Six Sigma, has been applied extensively in the manufacturing context. The application of the Six Sigma methodology within the service context, however, becomes a challenging task due to the differences ...
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