SIX SIGMA‘S APPLICATION FOR OPTIMIZING PAYMENT OF WARRANTY REFUSALS IN A SERVICE CENTER

Alexandra Mirela Cristina MUNTEANU

Volume : VII, Issue : VI, June - 2017

SIX SIGMA‘S APPLICATION FOR OPTIMIZING PAYMENT OF WARRANTY REFUSALS IN A SERVICE CENTER

Alexandra Mirela Cristina Munteanu

Abstract :

This paper investigates the benefits of Six Sigma’s implementation in a Customer Service Center and the extent to which Six Sigma is appropriate for improvement in a service organization. A ief history of Six Sigma precedes the introduction of the Six Sigma concept. After pointing out the advantages of Six Sigma for improving business processes, DMAIC methodology is introduced and the benefits of Six Sigma’ s deployment in service industry are highlighted. The application of Six Sigma for optimizing refusals payment process of warranty/performance bills is studied and advantages of Six Sigma’s implementation underlined.