A framework for the selection of Six Sigma projects in services: case studies of banking and health care services in Taiwan |
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| Authors: | Ying-Jiun Hsieh Lan-Ying Huang Chi-Tai Wang |
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| Institution: | (1) Institute of Technology Management, National Chung Hsing University, 250 Kuo Kuang Rd., Taichung, 402, Taiwan, ROC;(2) Department of Business Administration, National Changhua University of Education, Changhua, 500, Taiwan, ROC;(3) Graduate Institute of Industrial Management, National Central University, Taoyuan, 320, Taiwan, ROC |
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| Abstract: | This study develops a framework for effectively implementing service Six Sigma projects. The framework is composed of four
phases: (1) initial project identification, which deploys candidate projects in accordance with a firm’s strategic goals,
(2) project value assessment, which evaluates project’s value based on the financial return, cost, and its impact on employee
behavior, (3) project complexity assessment, which examines scope, data availability, and risk associated with the project,
and (4) project prioritization, which identifies Six Sigma projects and categorizes them into black belt and green belt categories.
Two cases in banking and health care services are discussed to demonstrate the proposed framework. |
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