The challenges of six sigma in improving service quality

TLDR

Six sigma, developed in the late 1980s, has been widely applied in manufacturing and quasi‑manufacturing settings. This study critically evaluates six sigma’s contributions to service quality improvement and explores the challenges of extending its application to a broader service context. The authors employ the service quality framework to assess six sigma’s contributions and limitations when applied to services. The push to adopt six sigma in services has resulted in a narrow field of application and unrealistic expectations of its capabilities, especially in knowledge‑based environments. The study highlights gaps in six sigma for services, calls for new methods, and urges redesign of black‑belt curricula to include service‑quality training.

Abstract

Abstract Purpose – The purpose of this paper is to critically evaluate the contributions of six sigma methodology to the improvement of service quality. Since its development in the late 1980s, six sigma has been extensively applied in manufacturing and quasi‐manufacturing settings. This study aims to explore the challenges of six sigma in reaching a much wider field of application. Design/methodology/approach – Utilizing the service quality framework, the authors assess the contributions of six sigma and explore its limitations when applied to services. Findings – The relentless drive toward adopting six sigma to services has led both to a limited field of applications and to unrealistic expectations as to what six sigma is truly capable of achieving, particularly in knowledge‐based environments. Research limitations/implications – This research focuses on highlighting gaps in the six sigma as applied to services; further work is necessary to identify and develop new methods and to study their effectiveness. Practical implications – The most immediate practical implication of this study is the call for the redesign of the curricula of six sigma black belts training programs; training in service quality is vital for the successful application of six sigma in service operations. Originality/value – This study provides a fresh look into six sigma application to services by combining a thorough analysis of the service quality model with the in‐depth understanding of six sigma statistical concepts.