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DPMO (defects per million opportunities) may suggest that Six Sigma is simply for the manufacturing industry; however Six Sigma has now been successfully implemented in many types of service industry. In fact many of our clients for Six Sigma training do not come from the manufacturing industry: Buckingham Palace, The Crown Prosecution Service and Virgin Atlantic to name a few. Although the term ‘defect’ suggests manufacturing to many, a defect can also mean deviations from customer requirements, needs or expectations. Examples of errors in a service business, or the service aspect of a product -related business, include the poor quality of information exchanged between employees and customers, and excessive wait times for customer service or delivery.

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6sigma, courses., customer, Service Industry, Six Sigma, training

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This entry was posted by Colin Welch on Monday, November 19th, 2007 at 2:27 pm and is filed under Six Sigma. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.