Application of Six Sigma DMAIC methodology in a transactional environment
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 6 January 2012
Abstract
Purpose
Communication and Information Management (CIM) is crucial for any organisation and effectiveness of CIM can result in significant improvement to the bottom line and customer satisfaction. The purpose of this paper is to investigate and streamline the communication and information system within an “infrastructure support service” company using Six Sigma methodology.
Design/methodology/approach
The research involved a triangulation approach of case study and use of survey instrument to find a solution to the problem.
Findings
The paper highlights a significant concern with regard to CIM within all the business units of the group. The effectiveness of the present CIM system for the whole group is below industry average with regard to accuracy and timeliness of CIM, resulting in an inefficient management reporting system. Operating in a highly competitive and time‐bound environment, correct and real time reporting is paramount. The main reasons for the ineffectiveness of CIM across the group can be attributed to two main factors; data management and communication systems being used. The paper also illustrates an appreciation of the use of Six Sigma within a transactional environment.
Originality/value
This study is a novel application of Six Sigma methodology within the communication and information management system.
Keywords
Citation
Antony, J., Singh Bhuller, A., Kumar, M., Mendibil, K. and Montgomery, D.C. (2012), "Application of Six Sigma DMAIC methodology in a transactional environment", International Journal of Quality & Reliability Management, Vol. 29 No. 1, pp. 31-53. https://doi.org/10.1108/02656711211190864
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited