...Breffni M. Noone; Karthik Namasivayam; Heather Spitler Tomlinson Purpose This paper aims to explore the role of six sigma in the assembly of service components, during the service exchange. Specifically, it seeks to examine whether applying six sigma principles to customer‐facing processes...

...Florian Johannsen; Susanne Leist Purpose The purpose of this paper is to develop a proposed Six Sigma approach for integrated solutions of goods and services. Design/methodology/approach This conceptual paper follows the principles of design research in developing a Six Sigma approach...

...K. Narasimhan P.   Gupta . The Six Sigma Performance Handbook: A Statistical Guide to Optimizing . New York, NY : McGraw‐Hill   2004 . 539 pp. , ISBN: 0‐07‐143764‐9   £53.99 (hardback) © Emerald Group Publishing Limited 2007 --> Quality management techniques...

...Ayon Chakrabarty; Kay Chuan Tan Purpose Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock...

...K. Narasimhan; Sue White Geoff   Tennant . Six Sigma: SPC and TQM in Manufacturing and Services . Gower Publishing , 2001 . 140 pp. , ISBN: 0‐566‐08374‐4   £47.50 © MCB UP Limited 2001 --> Six Sigma TQM Manufacturing Service quality Many organisations...