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

Ying Jiun Hsieh, Lan Ying Huang, Chi Tai Wang

Research output: Contribution to journalArticlepeer-review

15 Scopus citations

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.

Original languageEnglish
Pages (from-to)243-264
Number of pages22
JournalService Business
Volume6
Issue number2
DOIs
StatePublished - Jun 2012

Keywords

  • Project selection
  • Services
  • Six Sigma

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