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The Model Development of 6 Sigma and Understanding of Process Quality in the Service Industry : Using the Structural Equation Modeling  

Kim, Gye-Soo (Department of Business Administration, Semyung University)
Publication Information
Journal of Korean Society for Quality Management / v.35, no.2, 2007 , pp. 84-98 More about this Journal
Abstract
Six Sigma advocates rigorous application of quality management tool. Using Six Sigma program provides a mechanism for service organization to achieve organization's goal and customer satisfaction. A model on Six sigma in service organization was developed and applied for the service organization. Questionnaire was developed, and data was collected and analyzed for this study. Conclusively, 6 sigma leadership is the important drivers to process management and customer relationship management. Process management and customer relationship management are significantly related to the job performance and customer satisfaction.
Keywords
Six Sigma; 6 Sigma Leadership; Process Management; Customer Satisfaction;
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