Integrating Lean and Six Sigma Methodologies for Service Quality Improvement and Innovative Design
|關鍵字:||服務;精實方法;六標準差方法;六標準差設計方法;service;Lean;Six Sigma;Design for Six Sigma|
首先，針對改善服務流程這個目的而言，本研究探討了兩種當代最新發展的品質方法，亦即精實生產(Lean Production，簡稱Lean)與六標準差(Six Sigma)方法，並且將其整合應用以發展精實六標準差方法論。整合當前品質管理領域中這兩種最熱門方法的理由，是基於能夠從這兩種方法的個別執行結果中獲得互補性質的效益。另外，在設計與重新設計新的服務流程這一方面，本研究提出一個整合精實與六標準差設計(Design for Six Sigma)方法所發展出來的方法論。類似前述結合精實與六標準差方法的策略，整合應用後者這兩種方法的理由也將被說明。
關鍵詞：服務；精實方法; 六標準差方法; 六標準差設計方法。|
In today’s booming service economy, providing customers with high-quality and quick services has been widely recognized by many world-class organizations as an essential means of achieving business excellence. Moreover, the capability of delivering excellent service quality in a fast time-to-market manner is directly tied to a superior service process for the service delivery. Therefore, this doctoral research aims at developing strategies for obtaining the service processes which are capable of fast delivering higher level of service quality based on two different perspectives. One perspective is about how to improve the existing service processes, and the other one is to deal with the issues of new service process design and/or redesign. Firstly, for the purpose of service process improvement, two state-of-the-art quality approaches, Lean Production (Lean) and Six Sigma were investigated and applied together to developing a Lean Six Sigma methodology. The rationale for the combination of these two popular initiatives in the modern quality management field is based on the complementary benefits obtained from implementing Lean and Six Sigma methodologies individually. On the other hand, to serve the need for designing and/or redesigning new service processes, an integrated methodology was developed by combining Lean with Design for Six Sigma. Similarly to the Lean Six Sigma strategy, an argument for the combined approach was also demonstrated. Finally, three empirical case studies were conducted to examine the efficacy of these integrated methodologies for their applications to service in particular. Among them, two cases were for the implementation of the Lean Six Sigma methodology, and the other one was then for the application of the Design for Lean Six Sigma methodology. The achievement obtained from implementing these project cases have highlighted the good capabilities of the methodologies proposed in this research, and therefore it is believed that they can be applied to the service field for performing the tasks of process improvement and/or new process design. Keywords: service; Lean; Six Sigma; Design for Six Sigma.
|Appears in Collections:||Thesis|
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