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Service Business

, Volume 6, Issue 2, pp 243–264 | Cite as

A framework for the selection of Six Sigma projects in services: case studies of banking and health care services in Taiwan

  • Ying-Jiun HsiehEmail author
  • Lan-Ying Huang
  • Chi-Tai Wang
Case Study

Abstract

This study develops a framework for effectively implementing service Six Sigma projects. The framework is composed of four phases: (1) initial project identification, which deploys candidate projects in accordance with a firm’s strategic goals, (2) project value assessment, which evaluates project’s value based on the financial return, cost, and its impact on employee behavior, (3) project complexity assessment, which examines scope, data availability, and risk associated with the project, and (4) project prioritization, which identifies Six Sigma projects and categorizes them into black belt and green belt categories. Two cases in banking and health care services are discussed to demonstrate the proposed framework.

Keywords

Six Sigma Services Project selection 

Notes

Acknowledgment

The authors acknowledge and are grateful for the research assistance of Fang-Yi Lin in data analysis.

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Copyright information

© Springer-Verlag 2012

Authors and Affiliations

  1. 1.Institute of Technology ManagementNational Chung Hsing UniversityTaichungTaiwan, ROC
  2. 2.Department of Business AdministrationNational Changhua University of EducationChanghuaTaiwan, ROC
  3. 3.Graduate Institute of Industrial ManagementNational Central UniversityTaoyuanTaiwan, ROC

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