SIX SIGMA ANALYSIS OF REMOTE SERVICE QUALITY PROCESSES

Abstract

This paper explored the feasibility of applying Six Sigma methodology to small organizations in the service industry. In particular, the approach of Six Sigma methodology was studied to measure the level of customer satisfaction in remote services on the example of one pharmacy chain. In the course of analyzing the processes of this pharmacy chain, the study revealed the existing deviations regarding the quality of remote services in this network of pharmacies is at the level of 3.8 sigma, which indicates a rather low quality of services provided. Also, the analysis of processes through this approach has given the opportunity to determine the frequently made mistakes in the provision of services. In addition, the paper explores the mechanisms that make it possible to eliminate the identified problem field through the use of advanced Six Sigma tools that include both statistical solutions and tried and true methods.