Six Sigma Implementation As Preprocessor To Improve Service Quality In Universities  

Oleh:

Kurniawan, Fajar

Jenis: Article from Proceeding
Dalam koleksi: Proceeding The 7th International Seminar on Industrial Engineering and Management (7th ISIEM) di Bali, March 11th – 13th, 2014, page QM 72-77.
Topik: Six Sigma; Process Improvement; University Service Quality
Fulltext: Paper 87 Fajar Kurniawan Saint Mary's University.pdf (417.9KB)

Isi artikel

Six Sigma is a methodology in improving the quality of products and services in order to reduce variation, develop profit and increase customer satisfaction. ISO certification is the first from the 3 pillars of Six Sigma methodology, and many Universities have obtained ISO certification. ISO certification is obtained following the Quality Management System implementation, meanwhile the other pillars : Process Improvement and Process Design are not yet fully implemented. Process improvement known as DMAIC method requires detail stage, as the initial step in Six Sigma implementation. The initial phase consists of four steps namely: Background, Problem Statement, Project Objective and Project Scope. This stage is very important to implement before getting on the DMAIC implementation, as the framework of Six Sigma implementation planning process

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