A Study on the application of 6-Sigma on the enhancement of service quality of fitness club |
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| Authors: | Kuei-Mei Cheng Chin-Hsien Hsu Chin-Huang Huang |
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| Institution: | (1) Institute of Metal Forming and Metal-Forming Machines, Leibniz Universit?t Hannover, An der Universit?t 2, 30823 Garbsen, Germany;(2) Drilling & Production Systems, Cameron GmbH, L?ckenweg 1, 29227 Celle, Germany;(3) Department CA-technologies, Institute of Metal Forming and Metal-Forming Machines, Leibniz Universit?t Hannover, An der Universit?t 2, 30823 Garbsen, Germany |
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| Abstract: | The service industry plays an essential role in economic globalization and a determining factor in strengthening industry’s
competitiveness. Targeting fitness industry, this study intends to explore ways to minimize customer complaints, understand
customer expectation, and enhance service quality by applying the five steps of 6-Sigma: (1) Definition; (2) Measurement;
(3) Analysis; (4) Improvement; and (5) Control, to effectively solve the root causes of customer complaints, raise customer
satisfaction and minimize possible future complaints. |
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