SIX SIGMA AS A METHOD OF IMPROVING THE QUALITY OF SERVICE PROCESS
Journal Title: Production Engineering Archives - Year 2018, Vol 19, Issue
Abstract
The objective of the analysis conducted and described in this paper has been to present the practical application of the Six Sigma method based on the DMAIC cycle in improving the quality of the service process. The first part of the article contains the theoretical framework of six sigma and the issue of using its tools in the aspect of services. Afterwards, there has been calculated the initial sigma value which indicated the need for improvement. Measurement phase has been developed by the value stream mapping, process FMEA and customer survey which results have been analyzed in Pareto chart and fishbone diagram. Improve phase includes the Impact&Effort Matrix and target sigma level that can be achieved as a result of failures reducing and service quality improvement.
Authors and Affiliations
Kamila Kowalik
Interaction of steel cord – elastomer in radial tires for passenger vehicle
The article focuses on determination of selected material characteristics of samples from different areas of various old passenger tyre casings and on determination of mechanical properties of specific composites with el...
The issue of wooden and concrete railway sleepers utilization
The high degree of degradation of the surface of the existing rail road causes the intensification of the modernization works. Due to modernization of the railway track, damaged parts of trackway are replaced with new on...
Quality education enhancement by means of university environmental edification
The submitted work partly describes the historical and actual trends of the introduction of targeted environmental edification at universities based on the framework of Slovakian sustainable development as well as its en...
Morphology of intermetallic phases in Al-Si cast alloys and their fracture behaviour
Applications of Al-Si cast alloys in recent years have increased especially in the automotive industry (dynamic exposed cast, en-gine parts, cylinder heads, pistons and so on). Controlling the microstructure of secondary...
COMPARISON OF LOW AND HIGH FREQUENCY FATIGUE TESTS
The paper presents the results of low and high frequency fatigue tests carried out on nodular cast iron. The specimens of synthetic nodular cast irons from three different melts were studied in the high cycle fatigue reg...