Optimization of Service Quality in ABC Industry by using Six Sigma Tool

Today industrial service organizations are more interested in improving their processes by decreasing the variation as the competitive environment leaves no room for errors and defects. Variation is the biggest enemy of quality which is defined by the customers. We must deliver the services at the ideal targets demanded by the customers. In this article, we will the study various literatures related to quality improvement in service industries by using six sigma. The aim of this project is to reduce the number of defects of a service provided by ABC Industry and to increase the customer satisfaction by using six sigma. In present study, we perform identification of the problem and study of literatures. After this stage the primary and secondary data with voice of customer collected by visiting the company and identified defect opportunities. Further the data analyzed to measure the initial six sigma level. By implementing solutions to reduce the defect opportunities final sigma level will be measured with DMAIC process.