期刊名称：DESIDOC Journal of Library & Information Technology
电子版ISSN：0976-4658
出版年度：2007
卷号：27
期号：5
页码：35-39
DOI：10.14429/djlit.27.5.138
语种：English
出版社：DESIDOC, Ministry of Defence, India
摘要：Six sigma is now increasingly being applied to a wide range of processes ranging from manufacturing to services and variegated transactional processes. A fundamental objective of six sigma is to achieve customer satisfaction. Doing things right and keeping them consistent are the ideas behind six sigma. Success of six sigma in manufacturing is well published. But the same cannot be said about its implementation in services. Applying six sigma to services is still limited. This paper provides a review and a pilot study on six sigma application for library services with emphasis on necessary critical success factors and key performance indicators for a project to be successful.http://dx.doi.org/10.14429/djlit.27.5.138
关键词：Six sigma; service sector; CTQ; KPIs; CSFs; library service
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