Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

The Model Development of 6 Sigma and Understanding of Process Quality in the Service Industry : Using the Structural Equation Modeling

서비스 조직에서의 프로세스품질에 대한 이해와 6시그마 모형개발 : 구조방정식 모형분석 이용

  • Kim, Gye-Soo (Department of Business Administration, Semyung University)
  • Published : 2007.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

Six Sigma advocates rigorous application of quality management tool. Using Six Sigma program provides a mechanism for service organization to achieve organization's goal and customer satisfaction. A model on Six sigma in service organization was developed and applied for the service organization. Questionnaire was developed, and data was collected and analyzed for this study. Conclusively, 6 sigma leadership is the important drivers to process management and customer relationship management. Process management and customer relationship management are significantly related to the job performance and customer satisfaction.

Keywords

References

  1. 경제협력개발기구(2003), OECD 회원국의 국민계정
  2. 김계수(1999), '프로세스 품질경영 성과개선을 위한 6시그마 프로그램에 관한 연구', 품질경영학회지, 27권, 4호, pp. 266-279
  3. 대한 상공회의소(2003), 국내 서비스산업 현황과 시사점
  4. 마이클 해머 저, 임덕순 옮김(1997), 프로세스혁명, 경향신문사
  5. 세계무역통감(2003)
  6. 이건창, 최봉, 권순재(2004), '6시그마 경영활동으로 인한 기업경쟁력 향상에 관한 실증연구', 경영학연구, 33권, 6호, pp. 1735-1756
  7. 정보통신부(http://www.mic.go.kr)
  8. 철도청 홈페이지(http://www.korail.go.kr)
  9. 한국은행(2003)
  10. 홍성훈 등(1999), '6시그마 성공사례', 품질경영학회지, 27권, 3호, pp. 202-208
  11. 홍화상(2007), CEO 윤종용, 위즈덤 하우스
  12. Abramowich, E.(2005), Six Sigma for Growth Driving Profitable Top-Line Results, John Wiley & Sons
  13. Anderson, J. C. and Gerbing, D. W.(1988), 'Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach', Psychological Bulletin, Vol. 103, pp. 441-423
  14. Anderson, J. C., Rungtusanathanm, M., and Schroeder, R. G.(1994), 'A Theory of quality management understanding the Deming Management Method', Academy of Management Review, Vol. 19, No. 3, pp. 472-509 https://doi.org/10.2307/258936
  15. Antony, J. and Banuelas, R.(2002), 'Key ingredients for the effective implementation of six sigma program', Measuring Business Manufacturing Engineer, Vol. 82, No. 4, pp. 20-27
  16. Blakeslee, Jr., Jerome, A.(1999), 'Implementing the Six Sigma Solution', Quality Progress, July, pp. 77-85
  17. Breyfogle, F. W., Cupello, J. M., and Meadows, B.(2001), Managigng Six Sigma: A Practical Guide to Understanding, Assessing, and Implementing the Strategy That Yields Bottom-Line Success. Wiley, NY
  18. Buttle, F.(2000), The CRM Value Chain, Manchester Business School
  19. Byrne, G.(2003), 'Ensuring Optimal Success with Six Sigma Implementation', Journal of Organizational Excellence, Spring, pp. 43-50
  20. Carlzon, J.(1987), Moments of Truth, New York, NY : Ballinger
  21. Collins, J. C.,and Porras, J. I.(1994), Built to Last, HarperBusiness
  22. Collins, J.(2001), Good to Great, New York, Harperbusiness
  23. Dean, J. W. and Bowen, D. E.(1994), 'Management theory and total quality: Improving research and practice through theory development', Academy of Management Review; Vol. 19, pp. 392-418 https://doi.org/10.2307/258933
  24. Deming, W. E.(1986), Out of the Crisis, Cambridge, Mass. : Massachusetts Institute of Technology for Advance Engineering Study
  25. Eassa, K.(2000), 'Six Sigma : a champion's perspective', In : Proceedings of the International Society of Six Sigma Professional Leadership Conference, Las Vegas, NV, October 18-20
  26. Fitzsimmons, J. A. and Fitzsimmons, M. J. (2003), Service Management, McGraw-Hill
  27. Fitzsimmons, J. A. and Fitzsimmons, M. J. (2006), Service Management, McGraw-Hill
  28. Fornell, C. and Larcker, D. F.(1981), 'Evaluating structural equation models with unobservable variables and measurement error', Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50 https://doi.org/10.2307/3151312
  29. George, M. L.(2003), Lean Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions, McGraw-Hill
  30. Goh, T. N.(2002), 'A Strategic Assessment of Six Sigma', Quality and Reliability Engineering International, Vol. 18, pp. 403-410 https://doi.org/10.1002/qre.491
  31. GrOnoos, C.(1983), Strategic Management and Marketing in the Service Sector, Boston : Marketing Science Institute, May
  32. Hahn, G., Hill, W., Hoerl, R., and Zinkgraf, S.(1999), 'The Impact of Six Sigma improvement-a glimpse into the future of statistics', The American Statistician, Vol. 63, No. 3, pp. 208-215
  33. Hahn. G.(2004), What Does it Take to be a Master Black, SIX SIGMA FORUM MAGAZINE
  34. Harry, M. J.(1998), 'Six-Sigma: A Breakthrough Strategy for Profitability', Quelity Progress, May, pp. 60-64
  35. Harry, M. J. and Schroder, R(2000), Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations, Doubleday, NY
  36. Hekett, J. L., Jones, T. O., Loveman, G. W., Sasser, Jr., W. E., and Schlesinger, L. A. (998), The Service Profit Chain, The Free Press
  37. Henderson, K. M. and Evans, J. R.(2000), 'Successful implementation of six sigma: benchmarking general electric company benchmarking', An International Journal, Vol. 7, No. 4, pp. 260-281 https://doi.org/10.1108/14635770010378909
  38. Hoerl, R. W.(2001), 'Six Sigma Black Belts: what do they need to know?', Journal of Quality Technology, Vol. 33, No. 4, pp. 391-435 https://doi.org/10.1080/00224065.2001.11980094
  39. Innis, D. E. and LaLonde, B. J.(1994), 'Customer Service: the key to customer satisfaction, customer loyalty, and market share', Journal of Business Logistics, Vol. 15, No. 1, pp. 1-28
  40. Johnson, A. and Swisher, B.(2003), 'How six sigma improve R&D', Research Technology Management, Vol. 46, No. 2, pp. 12-15
  41. Laffel, G. and Blumenthal, D.(1989), 'The case for using industrial quality management science in health care organizations', Journal of the American Medical Association, pp. 2869-2873
  42. Laudon, K. C. and Laudon, J. P.(2004), Management Information System, Prentice Hall
  43. Linderman, K., Schroeder, R. G., Zaheer, S., and Choo, A. S.(2003), 'Six Sigma: a goal-theoretic perspective', Journal of Operation Management, pp. 193-203
  44. Meredith, J. R. and Vineyard, M.(1993), 'A longitudinal study of the role of manufacturing technology in business strategy', International Journal of Operations and Production Management, Vol. 13, No. 12, pp. 4-24
  45. Narver, J. C. and Slater, S. F.(1995), 'Market orientation and the learning organization', Journal of Marketing, Vol. 59, No. 3, pp. 63-74
  46. Pande, P. S., Neuman, R. P., and Cavangh, R. R.(2000), The Six Sigma Way: How GE, Motorola, and Other Top Companies Aee Honing Their Performance, McGraw Hill, NY
  47. Rainer, Jr., R. K., Turban, E., and Potter, R. E.(2007), Introduction to Information System, Wiley
  48. Reichheld, F. F. and Schefter, P.(2000), 'E-Loyalty', Harvard Business Review, July-August, pp. 105-113
  49. Schroeder, R. G.(2000), 'Six Sigma quality improvement : What is the six sigma and what are the important implications?', In : Proceeding of the fourth Annual International POMS Conference, Seville, Spain, August 27, September 1
  50. Smith, D. and Blakeslee, J.(2002), Strategic Six Sigma: Best Practices from the Executive Suite, Wiley
  51. Snee, R. D. and Hoerl, R. W.(2003), Lean Six Sigma, Upper Saddle River, NJ : Prentice Hall
  52. http://www.quality.nist.gov