Johannsen, Florian and Leist, Susanne (2009) A Six Sigma approach for integrated solutions. MANAGING SERVICE QUALITY, 19 (5). pp. 558-580. ISSN 0960-4529, 1758-8030
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Purpose The purpose of this paper is to develop a proposed Six Sigma approach for integrated solutions of goods and services. Design/methodology/approach This conceptual paper follows the principles of design research in developing a Six Sigma approach for integrated solutions. The approach is tested in practice in the context of a financial services company in the automotive industry. Findings The study demonstrates that the differential characteristics of service processes and manufacturing processes must be taken into account when developing a Six Sigma approach for integrated solutions. Evaluation of the proposed approach in cooperation with a financial services company reveals considerable benefits. Research limitations/implications The detailed description of the approach is limited to the "Define" phase of the Six Sigma program. Moreover, the proposed approach is tested in only one setting; its application in other settings should be an objective for future research. Practical implications The paper provides practitioners with a structured Six Sigma approach for integrated solutions. Originality/value The paper is the first to propose a Six Sigma approach for integrated solutions of goods and services.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | SERVICE-DOMINANT LOGIC; PRODUCT QUALITY; SIX-SIGMA; DELIVER; Six Sigma; Customer satisfaction; Customer services management; Operations and production management |
| Subjects: | 300 Social sciences > 330 Economics |
| Divisions: | Business, Economics and Information Systems > Institut für Wirtschaftsinformatik Business, Economics and Information Systems > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik III - Business Engineering (Prof. Dr. Susanne Leist) |
| Depositing User: | Dr. Gernot Deinzer |
| Date Deposited: | 13 Oct 2020 07:27 |
| Last Modified: | 13 Oct 2020 07:27 |
| URI: | https://pred.uni-regensburg.de/id/eprint/29802 |
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