期刊
PRODUCTION PLANNING & CONTROL
卷 29, 期 12, 页码 959-971出版社
TAYLOR & FRANCIS LTD
DOI: 10.1080/09537287.2018.1486469
关键词
Quality improvement; Design for Six Sigma; telecom service; service process design
资金
- NSFC [71572122, 71532008, 71661147003]
- China Scholarship Council [201706250143, 201706255048]
Six Sigma is a systematic methodology aiming at operational excellence. Under the general umbrella of Six Sigma, DMAIC and Design for Six Sigma are usually be implemented to improve product and process quality. Facing quality bottlenecks in traditional improvement projects, tools in Design for Six Sigma is an efficient way to achieve better results. In this paper, to meet the high-quality requirement of key clients, a telecom service system improvement project is illustrated by redesigning troubleshooting and service delivery processes in company Shanghai Telecom Co. Ltd. (ST) with the aid of some Design for Six Sigma tools. Company ST improved its service system performance and obtained significant economic benefits from this project implementation. Four key factors that affect the success of Design for Six Sigma tools application in improvement projects are discussed at last.
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