تحسين جودة العمليات : تطبيق منهجية 6 سيجما في المنظمات الخدمية

الملخص EN

This study aimed at presenting a methodological framework for implementing Six Sigma (6σ) in the service organizations in Arab countries, for the purpose of decreasing defects in their processes and improving service quality.

Conclusions of the study show the importance of implementing this methodology in all service organizations.

The study also shows that concentrating only on the quality of inputs and outputs is not enough for presenting good quality to customers and this should include the quality of processes well.

Based on that, several recommendations were presented.

Among these recommendations were the necessity of training employees in the organizations adopting Six Sigma, and also the need of benefiting from the best practices in this field.