Chapter 12, Problem 1DQ

Summary Introduction

To explain: Goal of Six Sigma is realistic for the video stores and DVD kiosks.

Six sigma:

It is a systematic databased approach that looks to continuously improve a product by eliminating its defects.

Explanation of Solution

Six Sigma can be used for services. The one area where Six sigma will be difficult to apply in the area of customer perception. Many aspects of service quality are based on customer perception.

For instance, the courtesy of a clerk might be seen as a measure to grade a service. In spite of all the efforts made by the clerk, a customer might perceive that the clerk was not courteous. But, regardless of these problems, all possible efforts must be made to achieve six sigma quality levels in both products and services.

It is difficult to apply six sigma to DVD kiosks as the process of customer is loosely controlled. Six Sigma can be applied to the video stores as the customer interactions are more closely controlled.