[أسلوب الانحراف السداسي كأداة لتطوير جودة الخدمات : دراسة ميدانية بالفرع الإقليمي للخدمات الاجتماعية و الثقافية لمؤسسة نفطال الجزائرية]

الملخص EN

This study aimed to focus on one of the latest and most important quality management methods, which is "six sigma" method.

Beside to find out the availability of the necessary requirements to apply it in services organizations and the impact of that on improving the quality of the services provided.

The various theoretical concepts related to the "six sigma" method has been described, also the basic most important principles and tools has been presented, beside to the method application requirements.

It has been also relied on a search from questionnaire addressed to a sample of workers in the social and cultural services branch of the Algerian Naftal Foundation to measure the extent to which six Sigma application requirements are available and the application of its principles in the institution, in addition to measuring their impact on improving the quality of provided services The study arrived to the institution is available on a set of six Sigma application requirements; it also applies the most principles of this method, which is reflected in the level of the provided services quality.