서비스 조직에서의 프로세스품질에 대한 이해와 6시그마 모형개발 : 구조방정식 모형분석 이용 = The Model Development of 6 Sigma and Understanding of Process Quality in the Service Industry : Using the Structural Equation Modeling

다국어 초록 (Multilingual Abstract)

Six Sigma advocates rigorous application of quality management tool. Using Six Sigma program provides a mechanism for service organization to achieve organization’s goal and customer satisfaction.
A model on Six sigma in service organization was developed and applied for the service organization. Questionnaire was developed, and data was collected and analyzed for this study. Conclusively, 6 sigma leadership is the important drivers to process management and customer relationship management. Process management and customer relationship management are significantly related to the job performance and customer satisfaction.

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