Page 19 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Customer- Provider Interaction Usually happens at the beginning and the end of a transaction Important. Usually happens during the whole process Important. Usually happens during the whole process Usually happens at checkout and during in-store help

Service Delivery Process Paperwork processing Back room is similar to factory. Multiple steps; service process varies from customer to customer. Purchasing and shipping, inventory management, checkout

Service Products Finished paperwork Meals, copies, binders Diagnosis and treatments, repairs, rulings Selection of goods, nice layouts and labeling

Examples Insurance, mortgage and loan. Restaurant, copy centers Hospitals, repair shop, court Supermarket, hardware stores

Service Types and Service Features Features Sequence of paperwork, data entries, and decisions Front room and back room, high equipment requirement Front room and back room, highly customized service Large facility, many choices of goods, customer self-service

Table 1.1 Service Type Office processes (transaction process) Service factory Pure service shop Retail service store

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