Empirical study on the application of 6 Sigma to the improvement of servicing process

Abstract

6 Sigma is an advanced quality management tool and BPR is a popular enterprise management concept. 6 Sigma is applied to the business process re-engineering of a hospital servicing enterprise in the paper. The DMAIC (Define, Measure, Analyze, Improve and Control) process is implemented to improve the service quality.The linkage of enterprises process and service quality is revealed.The management concept that high quality service need the guarantee of the process with high liability and high quality is presented.