Browse > Article

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

장대성 (경기대학교 경영학부 및 서비스전문대학원)
양종곤 (단국대학교 경상학)
황인천 (네모 파트너스)
Publication Information
Journal of Korean Society for Quality Management / v.32, no.1, 2004 , pp. 1-20 More about this Journal
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.
Keywords
6 Sigma; Finance Industry; Problem Solving Tools;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Blackeslee, J. A. Jr. (1999), Implementing the Six Sigma Solution, Quality Progress, July, pp. 77-79
2 Plizga S. (1994), Cycle-Time Reduction: As Is vs. Should Be, Quality Digest, January, pp. 102-106
3 Plotkin, H. (1999), Six Sigma: What It is and How To Use It, Harvard Management Update, June, pp. 6-7
4 Hahn, G. J., Doganaksoy, N., and Hoerl, R., The Evolution of Six Sigma, Quality Engineering, Vol. 12, No. 3, pp. 317-326   DOI   ScienceOn
5 전자신문 (2003), 정통부 6시그마 도입 눈길, 6월 3일
6 Hendricks, C. A. & Kelabugh, R. L. (1998), Implementing Six Sigma at GE, The Journal for Quality & Participation, July/August, pp. 48-53
7 Sanders, D. & Hild, C. (2000), Six Sigma on Business Processes: Common Organizational Issues, Quality Engineering, Vol. 12, No. 4, pp. 603-610   DOI   ScienceOn
8 Maguire M. (1999), Cowboy Quality: Mikel Harry's Riding Tall in the Saddle as Six Sigma Makes its Mark, Quality Progress, October, pp. 27-34
9 양종곤, 배기태(2001), 6시그마의 서비스 산업 적용에 있어서의 FAQ(상), 품질경영, 4월호, 한국표준협회, pp. 102-107
10 Harry, M. J. and Schroeder, R. (2000), Six Sigma: The Breakthrough Management Strategy Revolutionizing The World's Top Corporation, Doubleday, New York
11 http://www.korail.go.kr
12 양종곤, 배기태(2001), 6시그마의 서비스 산업적용에 있어서의 FAQ(하), 품질경영, 5월호, 한국표준협회, pp. 73-75
13 Pande, P. S., Newman, R. P. and Cavanagh, R. R. (2000), The Six Sigma Way: How GE, Motorola, and Other Top Companies Are Honing Their Performance, McGraw-Hill, New York
14 안병진 외 (2000), 6시그마 경영 수행기법, 건국대학교 출판부
15 양종곤 (2000), 서비스 산업의 6시그마 도입 적합성, 품질경영, 12월호, 한국표준협회, pp. 105-109   PUBMED