To understand how Six Sigma could benefit the service industry, we urge them to adopt three principles of statistical thinking: All work is a process, all processes have variability and all processes create data that explains variability.
For example, if you were to apply Six Sigma to a company that provides housekeeping services, you must first understand what the work (process) involves. Using Six Sigma's define measure-analyse-improve-control method, a housekeeping service company can implement quality:
Define: Because Six Sigma is aimed at reducing defects, the first step is to figure out what a defect would be. For example, the company may decide that leaving streaks on the windows is a defect because it is a source of customer dissatisfaction.
Measure: The next step is to collect data to find out why, how, and how often this defect occurs. This might include a process flow map of where employees start and finish cleaning houses. Other metrics may include recording what products and tools the employees use to clean the houses.
Analyze: After the data is measured, the company's Six Sigma team realizes that a particular employee is better at cleaning windows than the other employees.
Improve: The team implements that employee's process as a standard way of cleaning windows.
Control: The company teaches new employees the correct technique to wash the windows. Over time, there's significant improvement in customer satisfaction and increased business.
It may have taken the Six Sigma team one or two brainstorming sessions to clearly define its process, but the DMIAC model remains the same for housekeeping services as it is for a window manufacturer.
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