When trying to improve a process in a production setting it is easy to watch the widgets as they move through the line. You can apply your senses to the process to smell them, touch them and visually inspect them for defects. In the Service industry, you can’t always hold your product and observe the defects. With this challenge, many questions arise of how Six Sigma can work as effectively in the Service industry as the Manufacturing world. How do you identify and evaluate defects if you cannot always see them or touch them?
Author: Van Hill, Nicole