A Comparative Literature Study on the Importance of Focusing of SIX SIGMA with the SERVICE QUALITY for the SERVICE SECTORS (A Comparison between the Indian and the Foreign Industrial Scenarios)

Abstract

Customer service is becoming more an “Industry Buzz Word ” because many large companies who treat their customers poorly  are starting to loose the customers right and left. Aided by innovative and pervasive communication Technologies ,even the old Manufacturing Facilities have largely tuned into Service factories(Chase & Garvin,1989). A good practice is to close the information gaps as the modern day customers understand what is right and what isn’t. Basically Six Sigma has evolved out as the finest element of all the Service quality initiatives. Six Sigma has become a tool for the achievement ,Sustenance and for the optimization of the  Business  strategies by closely understanding the customer needs ,disciplined use of the facts ,disciplined use of the Data and also the disciplined use of the Statistical Analysis  with the diligent approach for  managing the achievements ,Business Sustenance and for the optimization of the Business Strategies. Six sigma believes that there is an output when there is a process, there is a performance variation when there is a process and there is a six sigma opportunity when there is a variation.Six sigma is a world class philosophy which is a statistical measure for determining the Process Capability .Statistically Six Sigma is 3.4 DPMO/EPMO/PPMO (Defects per million opportunities/Errors per million opportunities/Problems per million opportunities ).

Keywords:  Sustenance ,Eligible Users ,Drop-Outs , Acceptance of the Service ,COSMOS,EUREKA.