A study on implementing Six-Sigma in banking service

Abstract

On the basis of the characteristics of services in banking, implementing Six-Sigma has become a challenge in this financial area. This paper introduced the status of Six-Sigma implementation in service in the past and present, and then overviewed some studies of implementing Six-Sigma in service, especially in banking. There are some factors that influence the results of implementation which we should take notice of; and also some limitations and new ways of implementing Six-Sigma. To apply Six-Sigma is not an easy job, and the measurement of service quality is not easy as that of the quality in manufacturing, so a choice of service quality models is quite important. This study tries to give an example by using the DMAIC model in dealing one short process. In this case, we use control chart to show how to identify special variations in a process so that we can improve it. It will be helpful for future researchers and the implementers of the Six-Sigma methodology. © 2007 IEEE.