Application of Quality Management In Telecommunication Service Industry(A Case of Applying Six Sigma in KT)

통신 서비스산업의 품질경영 사례(KT 식스시그마 추진 사례를 중심으로)

It is generally thought that the quality management and the six sigma management innovation are not applicable to service industry, which might be derived from some differences between service and manufacturing industries. However, both are substantially alike in some intrinsic attributes. KT is leading the Quality management and the six sigma innovation activities in service industry, especially among telecommunication companies in Korea. Six sigma management innovation has been fostered in KT within short period of time and played an important role in helping KT privatized successfully. The successful cases of six sigma innovation activities in KT could be introduced to other Korean companies in service industry.