6시그마 경영이 품질 및 마케팅 성과에 미치는 영향에 관한 연구 : 제조업을 중심으로 = (A) study on the effect of six sigma management on the quality and marketing performances

다국어 초록 (Multilingual Abstract)

In order for today's business firms to meet the social and economic changes and to improve international competitiveness, they must provide customers with products and the services that they can satisfy with. The ultimate objectives of the six sigma activities are to raise quality of products to the level where customers can satisfied and to improve marketing efficiency through cost reduction.
The six sigma program is the supreme method for management innovation which can boost corporate profitability and competitiveness through improved management processes as well as the improved qualities both of products and services by utilizing new philosophical paradigm and scientific approach.
Although the six sigma program is one of the most powerful tools to enhance corporate competitiveness and increase profits, there has not been enough research results of the program through an evidence based analysis. This dissertation is significant in a way that it provides readers with an actual evidence of efficiency and effectiveness of six sigma activities in marketing performance for the first time.
The major methods data of this study can lie divided into two categories ;
First, secondary data research method was utilized to find out the effects of six sigma management on the quality and marketing performances, theoretically and empirically.
Second, test of established hypotheses relevant to the effects of six sigma management on the quality and marketing performance based on the propositions drawn from existing literatures, and test hypotheses statistically.
This dissertation deals with key factors that led to successful implementation. This study of six sigma looked into benefits in manufacturing industry in terms of improving quality, cutting cost and decreasing defection product-defect rate. In addition, the study has verified that how the three major merits of the six sigma(quality improvement, cost-reduction and defective rate reduction) can affect the marketing performances, such as enhancing corporate image, sales increase and customer satisfaction.
Followings are the summary of this dissertation.
First, this study revealed that major success factors of six sigma have an affirmative impact on improving quality, cutting cost and decreasing product defection rate, and they led to the improvement of corporate image, customer satisfaction level and sales revenue which are the three pillars of the marketing performance.
Second, the program of higher level of application of database was one of the most important factors of a successful six sigma, program followed by customer-oriented project accomplishment and education and training.
Third, decreasing defective rate was turned out to be the most significant factor for better marketing performance. It means that curving the decreasing production defection rate is more important than cost reduction and better quality in order to improve corporate image, customer satisfaction and sales revenue.
Last but not least, administration-related departments and assistant managers of enterprises are not fully aware of the importance and benefit of six sigma. Program active training and education is therefore, required.
This study revealed that it usually takes four years for producing better results after implementation of the six sigma. And then, the company could increase the benefit of successful practice and better marketing performance. At the same time, the innovative six sigma related program was more effective and successful when it is applied to a continuous process manufacturing method than other types of industry.
Recently, many businesses have been struggling to find out the most successful way to implement the six sigma to produce better results.
The author believes that this dissertation will help many businesses acquire best methods and increasing sales and profits. And, business manager will be able to understand where to focus as they proceed with the six sigma project and improve corporate competitiveness.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 연구의 필요성 = 1
• 제2절 연구의 목적 = 4
• 제3절 연구의 방법 및 범위 = 6
• 제2장 6시그마에 관한 이론적 배경 = 8
• 제1절 6시그마 개념 및 도입현황 = 8
• 1. 6시그마 경영의 개념 = 8
• 1. 1. 품질경영에서의 6시그마 = 8
• 1. 2. 6시그마의 정의 = 10
• 1. 3. 6시그마 경영의 개념 = 12
• 1. 4. 6시그마 벨트 제도 = 14
• 2. 6시그마 도입현황 = 17
• 제2절 6시그마 성공요인 = 20
• 1. 6시그마 성공 요인에 대한 연구동향 = 20
• 2. 6시그마 경영의 성공요인 = 23
• 2. 1. 데이터베이스 관리 및 활용 = 23
• 2. 2. 경영자의 헌신적 지원 및 보상 = 24
• 2. 3. 벨트제도 운영 = 27
• 2. 4. 고객중심의 프로젝트 수행 = 29
• 2. 5. 교육과 훈련 = 32
• 2. 6. 커뮤니케이션 = 34
• 제3절 6시그마의 품질성과 = 37
• 1. 6시그마 품질성과에 대한 선행연구 = 37
• 2. 6시그마 주요 품질성과 = 38
• 2. 1. 원가절감(비용감소) = 38
• 2. 2. 품질향상 = 40
• 2. 3. 부적합률(불량률) 감소 = 41
• 제4절 6시그마의 마케팅 성과 = 44
• 1. 기업의 이미지 제고 = 44
• 2. 고객 만족 = 46
• 3. 매출액 증가 = 48
• 4. 6시그마 품질성과가 마케팅 성과에 미치는 영향 = 51
• 제3장 연구모형과 조사 설계 = 54
• 제1절 연구모형 및 가설 설정 = 54
• 1. 연구모형 = 54
• 2. 가설 설정 = 55
• 3. 변수의 조작적 정의 = 60
• 3. 1. 연구대상기업 및 응답자의 일반 사항 = 60
• 3. 2. 6시그마 성공요인 조작적 정의 및 측정 = 61
• 3. 3. 6시그마 품질성과의 조작적 정의 및 측정 = 64
• 3. 4. 6시그마 마케팅 성과의 조작적 정의 및 측정 = 65
• 제2절 조사 설계 = 67
• 1. 설문지 구성 = 67
• 2. 표본 추출 및 자료수집 = 68
• 3. 분석 방법 = 69
• 제4장 6시그마가 품질 및 마케팅 성과에 미친 실증적 분석결과 = 71
• 제1절 표본의 통계적 특성 = 71
• 제2절 문항의 타당성 및 신뢰도 검증 = 74
• 1. 6시그마 성공요인에 대한 타당성 및 신뢰도 검증 = 74
• 2. 6시그마 품질성과에 대한 타당성 및 신뢰도 검증 = 79
• 3. 마케팅 성과에 대한 타당성 및 신뢰도 검증 = 81
• 제3절 실증 분석 결과 = 84
• 1. 6시그마 성공요인과 품질성과와의 가설 검증 = 84
• 1. 1. 6시그마 성공요인과 원가절감 = 84
• 1. 2. 6시그마의 성공요인과 품질향상 = 86
• 1. 3. 6시그마의 성공요인과 부적합률(불량률) 감소 = 88
• 2. 6시그마 품질성과와 마케팅 성과와의 가설 검증 = 92
• 2. 1. 6시그마 품질성과와 기업이미지 제고 = 92
• 2. 2. 6시그마 품질성과와 고객만족 = 93
• 2. 3. 6시그마 품질성과와 매출액 증가 = 95
• 3. 인적 및 기업 특성별 차이분석 = 97
• 3. 1. 6시그마 성공요인의 인적 및 기업 특성별 차이분석 = 97
• 3. 2. 마케팅 성과의 인적 및 기업 특성별 차이분석 = 100
• 4. 분석결과 요약 = 103
• 제4절 연구결과의 시사점 = 105
• 제5장 요약 및 결론 = 109
• 참고문헌 = 113
• Abstract = 121
• 부록 ▷설문지◁ = 125