Unformatted text preview: CHAPTER 9 SIX-SIGMA QUALITY Review and Discussion Questions 1. Is the goal of Six Sigma quality realistic for services such as Blockbuster Video Stores? A goal of Six Sigma can also be used for services. The one area where Six Sigma maybe difficult is that many aspects of service quality are based upon customer perception--for example--the courtesy of the clerk. In spite of all efforts, someone may perceive that the clerk was not courteous. But in spite of this problem, every effort should be made to attain Six Sigma in both manufacturing and service settings. 2. “If line employees are required to work on quality improvement activities, their productivity will suffer.” Discuss. The Japanese have demonstrated that high quality and the high productivity needed to offer low prices are not mutually exclusive. Products made correctly the first time do not have to be reworked or scrapped, which translates into lower costs for materials and workers. If one includes the time required for rework, time expended for the production of each product would be...
View Full Document
This note was uploaded on 01/05/2012 for the course COMMERCE 398 taught by Professor Dale during the Spring '11 term at UBC.
- Spring '11