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Journal of Korean Society for Quality Management > Volume 36(4); 2008 > Article
Journal of Korean Society for Quality Management 2008;36(4): 37-.
제조부문과 사무간접/서비스부문의 6시그마 프로세스 개선활동 비교분석
윤재욱1, 김보형2
1한국외국어대학교 산업경영공학부
2아모센스 품질경영팀
A Comparative Analysis between Manufacturing and Transactional/Service Processes of Six Sigma Quality Improvement
Jae-Wook Yoon1, Bo-Hyoung Kim2
1School of Industrial and Management Engineering, Hankuk University of Foreign Studies
2Quality Management, Amosense Co.
There are big differences in six sigma projects between manufacturing processes and transactional/service processes. This paper analyzed the differences between the two areas by examining 18 six sigma case studies in Korean companies. To characterize six sigma case studies, step-by-step questions and check criteria were developed based on 12 step DMAIC methodology. On the basis of those characterized data, the differences between two areas were analyzed. Significant differences were found in the number of CTQs, validation of measurement systems, methods to determine improvement objectives, the methods to elicit improvement plans and types of control systems. The most significant difference was that statistical tools were widely used in manufacturing processes, but qualitative tools were used in transactional/service processes during improvement phase.
Key Words: 6 sigma;process improvement;service/transactional processes;
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