한국 서비스산업의 6시그마 기법 시행과 그 성과에 관한 실증적 연구 = An Empirical Study on Performance of Six Sigma Tools in Korean Service Industry

다국어 초록 (Multilingual Abstract)

Six sigma has been the most influential management innovation program since 1996 in Korea. As a result of successful implementation of 6 sigma, there have been a number of dramatic quality improvement cases. However, no empirical study of 6 sigma implementation study has done especially in the service industry of Korea. This article reviews status of finance companies which implemented 6 sigma programs in Korea and then demonstrates the relationship between 6 sigma problem solving tools such as analysis of variance and graph techniques, etc and project success and operational performance. Customer survey tools, process analysis, and documentation tool are identified as influential tools on project success. Tools of measure steps, customer survey tools, and documentation tool are found as influential tools on operational performance.

참고문헌 (Reference)

1 "정통부 6시그마 도입 눈길" 2003

2 "서비스 산업의 6시그마 도입 적합성" 한국표준협회 (12) : 105-109, 2000

3 "What It is and How To Use It" Harvard Management Update 6-7, 1999

4 "The Six Sigma Way^How GE^and Other Top Companies Are Honing Their Performance^" McGraw-Hill 2000

5 "The Evolution of Six Sigma" 12 : 317-326,

6 "Six Sigma^The Breakthrough Management Strategy Revolutionizing The World's Top Corporation" Doubleday 2000

7 "Six Sigma on Business Processes" 12 : 603-610, 2000

8 "Mikel Harry's Riding Tall in the Saddle as Six Sigma Makes its Mark" 27-34, 1999

9 "Implementing the Six Sigma Solution" 77-79, 1999

10 "Implementing Six Sigma at GE" 48-53, 1998

11 "6시그마의 서비스 산업적용에 있어서의 FAQ" 한국표준협회 (5) : 73-75, 2001

12 "6시그마의 서비스 산업 적용에 있어서의 FAQ" 한국표준협회 (4) : 102-107, 2001

13 "6시그마 경영 수행기법" 건국대학교 출판부 2000