Wednesday, November 14, 2012

Six Sigma in Services

Introduction to Six Sigma in Services

Aside from being used in manufacturing and product development environment with an aim of boosting customer satisfaction, Six Sigma is now also implemented in the service industry. This means that service organizations including insurance companies, banks, schools and hospitals are seriously applying Six Sigma into their operations. Six Sigma in services is guaranteed to not only improve customer satisfaction but also produce sizable savings and significant improvements in the major operations of a business. Performing service functions plays an integral role in the success of various business organizations. It should be noted that a service business is different from those that manufacture products because the former's main focus is to directly offer services to customers, meet their specific requirements and ask for feedback directly. Service offers are also said to be experienced by clients or customers faster when compared to products. Upon the delivery of the service, the customer gets the chance to experience it and starts to express either satisfaction or dissatisfaction.

It should also be noted that service businesses come with interaction and transaction components. While the transaction components are mainly concerned about dependence of processes to get high-volume function outcomes including those that are offered by fast food restaurants, health centers, insurance companies, banks and ticketing office, interaction component is more focused on providing personal care and paying close attention to high-value and low volume services. Industries with interaction components usually include sit-in restaurants, personal services and specialized health care. All the complexities of running service business can be handled with the help of Six Sigma. 
Importance of Six Sigma in Services

The implementation of Six Sigma in services can definitely provide numerous advantages that are beyond what a service business owner expects. If you have undergone a Six Sigma training so you will have an easier time applying the methodology into the service sector, then there is a great chance that you are already taught how important it is to take into full consideration the customer, design, operational and strategic perspectives within the service industry. It is important for you to note that you need to make a few changes in the applications of various approaches linked to Six Sigma including DMAIC within a service environment. You need to be serious in adapting the control stage of the DMAIC approach because it can help you in administering and effectively handling the major roles played by people in the service sector. You get the chance to implement this stage by effectively controlling processes driven by people by trying to embed certain practices with recognition, feedback and training.

To successfully implement Six Sigma in a service business, you also need to address various aspects related to running a business. You need to know exactly how to analyze and understand business performance based on the corporate culture, leadership style, decision-making, values, politics, organizational structure, customer satisfaction, performance, systems and processes. You will also be required to analyze different elements of an organization as this can help you in identifying opportunities that can help you in making significant improvements.

How to Make Sensible Measurements when Implementing Six Sigma in the Service Industry?

Implementing Six Sigma in services requires a strong understanding of the different ways for you to handle the process of sensibly measuring processes and produce results that are extremely meaningful and useful in your operations. One of the most effective solutions is to utilize the right measurement level. You need to perform measurement tasks using the right level so you can generate meaningful results. It should be noted that in most cases, the 80/20 rule is being applied to the processes of a service business. This means that twenty percent of the steps that you have undertaken can impact eighty percent of the time consumed in executing processes. It also means that twenty percent of customers contribute to eighty percent dissatisfaction after the utilization of qualitative measures.

Another effective way to make sensible measurements in the service industry is to account for variability. Note that most processes in a service business come with significant variations especially in the manner through which they are executed. These variations are dependent upon how complicated it is to handle a specific task. Other useful ways to sensibly measure processes that form part of a service business organization are putting more strategic emphasis on quantitative instead of the qualitative measures, emphasizing management communication processes and offering excellent support for positive changes.

Significance of Taking Up and Completing a Six Sigma Certification Course

Taking up a Six Sigma Certification course is your ticket towards fully understanding how Six Sigma in services is being carried out. You need to complete this certification course before attempting to apply the methodology in your operations so you can correctly perform it and produce the most desirable results. The good thing about this is that reliable certification companies like Brainmeasures can now offer you a higher level of learning and better skill set through its Six Sigma certification courses. Being certified is also extremely useful in acquiring numerous Six Sigma jobs.