服务业实施六西格玛管理的模式研究

近年来六西格玛管理以一种追求几乎完美的管理方法与全球化、产品服务、电子商务等战略齐头并进,并成为全世界追求管理卓越性的重要战略举措。六西格玛管理起源于制造业并有很多成功的案例,但是在服务业实施六西格玛管理有很多挑战性。通过分析服务业流程特点和比较制造业实施模式,提出了一种基于人性管理与目标管理的服务业实施六西格玛管理的模式,从人性管理制度、企业文化、核心团队和培训教育四个方面提出服务业实施的关键点,以此为服务业提供实施六西格玛管理模式与框架,为服务业实施六西格玛管理提供参考。

Six Sigma Management in Service Industry

In recent years, six sigma management has advanced along with globalizafion, service, e- commerce, as a way of pursuing perfection. It becomes a remarkable important management strategy in the whole world. Six sigma is originated from the manufacturing with many successful cases in applying six sigma, but it is a real challenge to implement six sigma management in service industry, By studying the characteristics of the processes of service and manufacturing industry and the mode of implementing six sigma, the paper puts forward of mode of implementing six sigma management based on humanistic management and goal management, which incorporates system, corporate culture, teamwork and training, This may serve as solid refenence to the implementation of six sigma management in service industry.