SYNOPSIS ON APPLICATION OF SIX SIGMA IN SERVICE FIRMS

SUBMITTED TO

Mr. V.V.Raman,
Assistant Professor College of Management & Economics Study, University of Petroleum & Energy Studies, Dehradun SUBMITTED BY

P.N.V.S.N. Kumar
ROLL NO- R600209069 M.B.A. (LSCM) 2009-11 UNIVERSITY OF PETROLEUM & ENERGY STUDIES COLLEGE OF MANAGEMENT & ECONOMICS STUDIES, DEHRADUN

Table of contents:

1. Statement of proposal
Title Background Need for research Objective Scope of research

2. Research Methodology
Source of data Review of literature Chapter outline of the thesis

3. Bibliography

Statement of Proposal
Title Application of Six Sigma in two different service firms, in same domains. Background Though Six Sigma was originally developed for manufacturing processes by Motorola about 15 years back, today service firms and service functions in almost every sector are using Six Sigma to improve performance and enhance the profits. Here the idea behind the research is to see what will be the impact of applying Six Sigma in two different service industries in same domains (departments) for ex: purchasing, accounts payable, payroll etc. Some of the leading service companies which deployed Six Sigma are Citibank, GE Capital, JP Morgan, and Bank of America.

Need for the Research To know the challenges and the benefits of application of Six Sigma in the Service firms and to what extent different service firms will be benefited from Six Sigma deployment.

Objective To know the impact of each business processes in a particular domain (departments) with the help of Six Sigma application in different service firms and what will be the benefits of Six sigma deployment in the respective service firms.

Scope of research The research will be limited to the service firms.

Research Methodology
Sources of data Primary data : Through questionnaire, Interviews etc. Secondary data : 1. Interviews of experts from business magazines like Business Today, India Today and Outlook
Business. 2. Research papers from Science Direct and HBR

Review of literature
An attempt has been made to understand, the works carried out in the past by the researchers in the direction of Application of Six sigma in service sector. Author, Year Guurpreet Singh Khurana (2008) Objective Conclusion & Findings

Purchasing success for service Applying lean six sigma we sector : Using Lean & Six cant get overnight success, it Sigma is a methodology which should be incorporated into the culture of organization and can be applied to any process.

Peter

Guarraia,

Alistair How to get most from lean six It provides insight about the

Corbett, Gib Carey, Klaus sigma, applying in service application of six sigma in Neuhaus (2008) Lisa Lopez (1997) industries Implementation of Six sigma retail, power and mergers done. Six Sigmas future in

in health care sector, focusing healthcare is far from bleak. As on 3 corporate metrics consumers become betcustomer satisfaction, quality ter of care and service informed, must healthcare commit to

providers

achieve excellence in every aspect of the care delivered. The advantage Six Sigma brings with proven other

strategies

allows

healthcare organizations to build sharing on prior successes, and

information

knowledge to ensure all patients safety and delivering a healthcare experience defined by excellence. Sung H Park Case study of non- Doosan became one of the best which

manufacturing applications of companies in Korea

DMAIC : Development of an employs Six Sigma as part of efficient computerized control its system. Alex A. Balbontin management innovation

initiatives.

Application of Six Sigma in Six sigma problem solving banking Industry (JPMC) methodology involving

operations and technology in order to retain a key client. The tools helped in focusing on the right areas upfront, setting up scope boundaries T.Y.Ng, F.Tsung, R.H.Y.So, An application of Six sigma T.S.Li and K.Y. Lam approach to reduce fall 1. Risk reduction for

workers standing on top of the moving

hazards among cargo handlers work on top of cargo

containers. 2. Reduce the

containers.

occurrences of workers disregarding regulations. 3. Improve the level of concentration at work 4. Setup hooks and slings maintenance programs. Rick Edgeman, David Bigio Six Sigma for Government IT and Thomas Ferleman : Strategy and tactics for Washington , DC safety

Chapter outline of the thesis 1. Introduction to Six Sigma. 2. Strategies of implementing six sigma practices. 3. A brief comparative study of six sigma in manufacturing and service firms. 4. Applications of six sigma in service firms. 5. Opportunities and challenges for implementation in service firms. 6. Data analysis. 7. Results & Conclusion.

Bibliography: 1. Scott Kowalski Six sigma in service industry, 2008. 2. Gurpreet singh khurana Purchasing success for the service industry: using lean & six sigma, Annual international supply management conference 2008. 3. Peter Guarraia, Gib Carey, Alistair Corbett, and Klaus Neuhaus Lean Six Sigma for the service industry, Bain & Company 2008. 4. Sunil Thawani Six sigma quality in service industry, 2002. 5. Lisa Lopez Six sigma in healthcare: a case study with Commonwealth Health corporation, World class applications of six sigma by Jiju Antony, Ricardo Banuelas, and Ashok kumar. 6. Sung H Park. Six sigma with Doosan Heavy Industries & Construction company. World class applications of six sigma by Jiju Antony, Ricardo Banuelas, and Ashok kumar.