Empirical Study on the Application of 6 Sigma to the Improvement of Servicing Process

摘要：

6 Sigma is an advanced quality management tool and BPR is a popular enterprise management concept. 6 Sigma is applied to the business process re-engineering of a hospital servicing enterprise in the paper. The DMAIC (Define, Measure, Analyze, Improve and Control) process is implemented to improve the service quality.The linkage of enterprises process and service quality is revealed.The management concept that high quality service need the guarantee of the process with high liability and high quality is presented.

关键词： 6 Sigma Business Process Re-engineering(BPR) Service Process Improvement

作者: Jinyan Sang Yinghua Zhang Zhenfa Qi

作者单位: School of Management,Shandong University of Technology,Zibo 255049,China School of Business,Tianjin University of Finance and Economics,Tianjin 300222

会议类型: 国际会议

会议名称: 2009年中国控制与决策会议(2009 Chinese Control and Decision Conference)

会议地点: 广西桂林

会议语种:英文

页码: 4793-4797

在线出版日期: 2009-06-17（万方平台首次上网日期，不代表论文的发表时间）