An Empirical Study on Performance of Six Sigma Tools in Korean Service Industry

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Journal of Korean Society for Quality Management > Volume 32(1); 2004 > Article

Journal of Korean Society for Quality Management 2004;32(1): 1-.

한국 서비스산업의 6시그마 기법 시행과 그 성과에 관한 실증적 연구

장대성¹, 양종곤², 황인천³

¹경기대학교 경영학부 및 서비스전문대학원
²단국대학교 경상학
³네모 파트너스

An Empirical Study on Performance of Six Sigma Tools in Korean Service Industry

ABSTRACT

Six sigma has been the most influential management innovation program since 1996 in Korea. As a result of successful implementation of 6 sigma, there have been a number of dramatic quality improvement cases. However, no empirical study of 6 sigma implementation study has done especially in the service industry of Korea. This article reviews status of finance companies which implemented 6 sigma programs in Korea and then demonstrates the relationship between 6 sigma problem solving tools such as analysis of variance and graph techniques, etc and project success and operational performance. Customer survey tools, process analysis, and documentation tool are identified as influential tools on project success. Tools of measure steps, customer survey tools, and documentation tool are found as influential tools on operational performance.

Key Words: 6 Sigma;Finance Industry;Problem Solving Tools;