ENACTING THE SIX SIGMA PHILOSOPHY INTO SERVICE ORGANIZATIONS USING SPC

As we already have mentioned several times, SPC is a bundle of tools utilized to study variation. On the other hand, the six sigma methodology is a systematic method for improving (1) the process and (2) the financial position of the organization.

Using then the SPC process in the service organizations may indeed be beneficial to both objectives. The process of using the SPC is:

1. No matter where you are, establish your current baseline. (This may be good, bad, or indifferent. It does not matter because it is the benchmark of your future comparisons.)

2. Set your future goal. (It may be 1.33, 1.67, 2.00, or even higher C _PK . Make sure it is realistic and attainable given your current resources.)

3. Determine the time frame to achieve your goal. (A good non-manufacturing time frame is about 50 to 60 months.)

4. Determine milestones for the improvement. (The preference is a monthly goal that will reach the ultimate goal in the time allotted.)

5. Determine entitlement through historical data and experience. (Benchmarking may be used here as well.)

6. Determine time for accomplishing the entitlements .

7. Compute the first year target. (This is a very important calculation, since it will be the first official measurement in your organization. This may become the new benchmark or the target for improvement. Remember, the first benchmark was the neutral point.)

8. (Re)Organize and deploy resources according to the new benchmark or the new target from the previous step. (This (re)organization is the pivotal point for improvement. If management does not carry forth the mission of the six sigma, then all is for naught.)

Repeat the cycle as often as necessary to reach or even go beyond your expected targets. (As you repeat the cycle, the comparisons must be based on the new milestone benchmarks that you have calculated.)