...Ayon Chakraborty; Tan Kay Chuan Purpose Since its introduction by Motorola in the 1980s, Six Sigma and its philosophy have found widespread application in many manufacturing and service industries. It is felt that there is a need to take stock of the spread of Six Sigma implementation in service...

... in a service industry environment. Research limitations/implications The research was completed in situ at a single business using a single case study example to develop and test the conceptual framework. The VIM would therefore benefit from being applied in both manufacturing and service industry...

... and a 25 percent tightening of customer requirements. Design/methodology/approach Using a novel methodology more appropriate to the critical quality characteristics of typical service industry companies, the paper computes a set of SMs for each company that is richer and broader than the metrics found...