Six Sigma is a management philosophy that employs the use of data, statistics, and measurements to identify the inefficiencies in a process. It uses strategic tools to remove the defects in the process through decreasing the process (Hartung, 2011). Six Sigma is a statistical model that allows less than 3.4 errors per million opportunities. Many manufacturing organizations have been using Six Sigma as their management philosophy, but the firms in the service sector are still reluctant to adopt the concept. They argue that the philosophy can only be applied successfully in the manufacturing firms. Although many firms in the service sector have not embraced Six Sigma, some of the firms in the service industry that have adopted the concepts of Six Sigma have registered great success in saving production costs.
The Reasons that Makes the Service Sector Feel that Six Sigma is not for Them
They Perceive the Philology as a Mere Manufacturing Management Tool
The service industry feels that six sigma is not for them because they perceive the philology as a mere manufacturing management tool. The companies in the service industry have a large human workforce; therefore, they feel that they do not have measurable defects that need correction (Yang, 2005). The management in the service industry believes the human capital has no measurable variability and defects hence they do not see the need to adopt Six Sigma in their strategy.
They Fear Metrics that Characterizes the Six Sigma Philosophy
The firms in the service industry believe Six Sigma is not for them because of the fear of metrics that characterizes the Six Sigma philosophy (Hayler & Nichols, 2007). They feel that the philosophy is too technical for them to adopt. The advantages of metrics include giving an insight into organizations working processes. The firms in the service industry should use six sigma concepts that relevant and specific to their business needs, for example, customer and profit generation. Many experts have tried to convince the firms in the service industry to adopt Six Sigma with little success because they believe the metrics used by the philosophy are best suited for manufacturing firms.
Benefits of Six Sigma to the Service Industry
It Helps the Service Industry in Improving the Customer Service
Six Sigma philosophy is beneficial to the service industry in that it helps the firms improve the customer service. The effective implementation of the Six Sigma philosophy concept in the service industry would lead to generating business expansion. Besides, it can help the companies to gain knowledge about the processes of the service sector firms. Before applying Six Sigma to the service company, its working processes must be effectively understood. The six sigma philosophy can be used to improve the quality of the services