A Comparative Study between Manufacturing and Transactional/Service Processes of Six Sigma Quality Innovation

There are big differences in Six Sigma applications between manufacturing processes and transactional/service processes. This paper analyzed the differences between the two areas by examining 18 Six Sigma case studies in Korean companies. To characterize Six Sigma cases, step-by-step questions and check criteria were developed based on the 12 step DMAIC methodology proposed by the Six Sigma academy. On the basis of this characterized data, the differences between the two areas were analyzed. Significant differences were found in the number of CTQs, validation of measurement systems, types of data used to characterize current process capability, methods of improvement objective determination, methods to elicit improvement plans, and types of control systems. The most significant difference was that statistical tools were widely used in manufacturing processes, but qualitative tools were used in transactional/service processes during the improvement phase.