Application of Six Sigma DMAIC methodology in a transactional environment

Jiju Antony, Anmol Singh Bhuller, Maneesh Kumar, Kepa Mendibil, Douglas Montgomery

Research output: Contribution to journalArticle

38 Citations (Scopus)

Abstract

Purpose: Communication and Information Management (CIM) is crucial for any organisation and effectiveness of CIM can result in significant improvement to the bottom line and customer satisfaction. The purpose of this paper is to investigate and streamline the communication and information system within an "infrastructure support service" company using Six Sigma methodology. Design/methodology/approach: The research involved a triangulation approach of case study and use of survey instrument to find a solution to the problem. Findings: The paper highlights a significant concern with regard to CIM within all the business units of the group. The effectiveness of the present CIM system for the whole group is below industry average with regard to accuracy and timeliness of CIM, resulting in an inefficient management reporting system. Operating in a highly competitive and time-bound environment, correct and real time reporting is paramount. The main reasons for the ineffectiveness of CIM across the group can be attributed to two main factors; data management and communication systems being used. The paper also illustrates an appreciation of the use of Six Sigma within a transactional environment. Originality/value: This study is a novel application of Six Sigma methodology within the communication and information management system.

Original languageEnglish (US)
Pages (from-to)31-53
Number of pages23
JournalInternational Journal of Quality and Reliability Management
Volume29
Issue number1
DOIs
StatePublished - Jan 2012

Fingerprint

Communication management
Six Sigma
Methodology
Information management
Communication systems
Management system
Factors
Design methodology
Timeliness
Industry
Data management system
Information systems
Triangulation
Customer satisfaction
Support services

Keywords

  • Communication and information management
  • DMAIC
  • Process management
  • Quality
  • Six Sigma
  • Strategy

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Strategy and Management

Cite this

Application of Six Sigma DMAIC methodology in a transactional environment. / Antony, Jiju; Bhuller, Anmol Singh; Kumar, Maneesh; Mendibil, Kepa; Montgomery, Douglas.

In: International Journal of Quality and Reliability Management, Vol. 29, No. 1, 01.2012, p. 31-53.

Research output: Contribution to journalArticle

Antony, Jiju ; Bhuller, Anmol Singh ; Kumar, Maneesh ; Mendibil, Kepa ; Montgomery, Douglas. / Application of Six Sigma DMAIC methodology in a transactional environment. In: International Journal of Quality and Reliability Management. 2012 ; Vol. 29, No. 1. pp. 31-53.
@article{023529acb4224fe3a6b80f642939d51f,
title = "Application of Six Sigma DMAIC methodology in a transactional environment",
abstract = "Purpose: Communication and Information Management (CIM) is crucial for any organisation and effectiveness of CIM can result in significant improvement to the bottom line and customer satisfaction. The purpose of this paper is to investigate and streamline the communication and information system within an {"}infrastructure support service{"} company using Six Sigma methodology. Design/methodology/approach: The research involved a triangulation approach of case study and use of survey instrument to find a solution to the problem. Findings: The paper highlights a significant concern with regard to CIM within all the business units of the group. The effectiveness of the present CIM system for the whole group is below industry average with regard to accuracy and timeliness of CIM, resulting in an inefficient management reporting system. Operating in a highly competitive and time-bound environment, correct and real time reporting is paramount. The main reasons for the ineffectiveness of CIM across the group can be attributed to two main factors; data management and communication systems being used. The paper also illustrates an appreciation of the use of Six Sigma within a transactional environment. Originality/value: This study is a novel application of Six Sigma methodology within the communication and information management system.",
keywords = "Communication and information management, DMAIC, Process management, Quality, Six Sigma, Strategy",
author = "Jiju Antony and Bhuller, {Anmol Singh} and Maneesh Kumar and Kepa Mendibil and Douglas Montgomery",
year = "2012",
month = "1",
doi = "10.1108/02656711211190864",
language = "English (US)",
volume = "29",
pages = "31--53",
journal = "International Journal of Quality and Reliability Management",
issn = "0265-671X",
publisher = "Emerald Group Publishing Ltd.",
number = "1",

}

TY - JOUR

T1 - Application of Six Sigma DMAIC methodology in a transactional environment

AU - Antony, Jiju

AU - Bhuller, Anmol Singh

AU - Kumar, Maneesh

AU - Mendibil, Kepa

AU - Montgomery, Douglas

PY - 2012/1

Y1 - 2012/1

N2 - Purpose: Communication and Information Management (CIM) is crucial for any organisation and effectiveness of CIM can result in significant improvement to the bottom line and customer satisfaction. The purpose of this paper is to investigate and streamline the communication and information system within an "infrastructure support service" company using Six Sigma methodology. Design/methodology/approach: The research involved a triangulation approach of case study and use of survey instrument to find a solution to the problem. Findings: The paper highlights a significant concern with regard to CIM within all the business units of the group. The effectiveness of the present CIM system for the whole group is below industry average with regard to accuracy and timeliness of CIM, resulting in an inefficient management reporting system. Operating in a highly competitive and time-bound environment, correct and real time reporting is paramount. The main reasons for the ineffectiveness of CIM across the group can be attributed to two main factors; data management and communication systems being used. The paper also illustrates an appreciation of the use of Six Sigma within a transactional environment. Originality/value: This study is a novel application of Six Sigma methodology within the communication and information management system.

AB - Purpose: Communication and Information Management (CIM) is crucial for any organisation and effectiveness of CIM can result in significant improvement to the bottom line and customer satisfaction. The purpose of this paper is to investigate and streamline the communication and information system within an "infrastructure support service" company using Six Sigma methodology. Design/methodology/approach: The research involved a triangulation approach of case study and use of survey instrument to find a solution to the problem. Findings: The paper highlights a significant concern with regard to CIM within all the business units of the group. The effectiveness of the present CIM system for the whole group is below industry average with regard to accuracy and timeliness of CIM, resulting in an inefficient management reporting system. Operating in a highly competitive and time-bound environment, correct and real time reporting is paramount. The main reasons for the ineffectiveness of CIM across the group can be attributed to two main factors; data management and communication systems being used. The paper also illustrates an appreciation of the use of Six Sigma within a transactional environment. Originality/value: This study is a novel application of Six Sigma methodology within the communication and information management system.

KW - Communication and information management

KW - DMAIC

KW - Process management

KW - Quality

KW - Six Sigma

KW - Strategy

UR - http://www.scopus.com/inward/record.url?scp=84155187149&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84155187149&partnerID=8YFLogxK

U2 - 10.1108/02656711211190864

DO - 10.1108/02656711211190864

M3 - Article

AN - SCOPUS:84155187149

VL - 29

SP - 31

EP - 53

JO - International Journal of Quality and Reliability Management

JF - International Journal of Quality and Reliability Management

SN - 0265-671X

IS - 1

ER -