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Six Sigma-DMAIC to Improve the Quality of Food Service: KAU Case Study

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Intelligent Sustainable Systems (WorldCIST 2023)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 828))

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Abstract

Six Sigma is a process improvement methodology used to enhance product and service quality in various industries. This paper explores the application of the Six Sigma methodology DMAIC in improving the quality of food services at King Abdulaziz University (KAU) in Saudi Arabia. The study provides the Six Sigma approach and its fundamental principles in food services at KAU. This paper details the issues faced in the provided food services at KAU and identifies the Critical to Quality (CTQ) factors for cafeteria customers. To explore these factors, a survey was distributed to a random sample of 115 KAU cafeteria customers. The results led to the implementation of Six Sigma-DMAIC, utilizing tools like root cause analysis and statistical process control (SPC). The study also documents the team's use of these techniques. The paper presents the result of the Six Sigma implementation in service quality, customer complaints reduction, and satisfaction, highlighting the potential for food service providers to enhance their operations.

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Author information

Authors and Affiliations

  1. King Abdulaziz University, KSA, Jeddah, Saudi Arabia

    Amjad Alsulami, Farah Albishri, Rezan Almehmadi, Samar Alahmadi, Jawharah Albarakati & Salma Elhag

Authors
  1. Amjad Alsulami
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  2. Farah Albishri
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  3. Rezan Almehmadi
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  4. Samar Alahmadi
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  5. Jawharah Albarakati
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  6. Salma Elhag
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Corresponding author

Correspondence to Salma Elhag .

Editor information

Editors and Affiliations

  1. School of Mathematics, Computer Science and Engineering, Liverpool Hope University, Liverpool, UK

    Atulya K. Nagar

  2. Namibia University of Science and Technology, Windhoek, Namibia

    Dharm Singh Jat

  3. School of Computer Science and Information Technology, Symbiosis University of Applied sciences, Indore, Madhya Pradesh, India

    Durgesh Kumar Mishra

  4. Global Knowledge Research Foundation, Ahmedabad, Gujarat, India

    Amit Joshi

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© 2024 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

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Alsulami, A., Albishri, F., Almehmadi, R., Alahmadi, S., Albarakati, J., Elhag, S. (2024). Six Sigma-DMAIC to Improve the Quality of Food Service: KAU Case Study. In: Nagar, A.K., Jat, D.S., Mishra, D.K., Joshi, A. (eds) Intelligent Sustainable Systems. WorldCIST 2023. Lecture Notes in Networks and Systems, vol 828. Springer, Singapore. https://doi.org/10.1007/978-981-99-8111-3_9

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