摘要： This study develops a framework for effectively implementing service Six Sigma projects. The framework is composed of four phases: (1) initial project identification, which deploys candidate projects in accordance with a firm’s strategic goals, (2) project value assessment, which evaluates project’s value based on the financial return, cost, and its impact on employee behavior, (3) project complexity assessment, which examines scope, data availability, and risk associated with the project, and (4) project prioritization, which identifies Six Sigma projects and categorizes them into black belt and green belt categories. Two cases in banking and health care services are discussed to demonstrate the proposed framework. 其他題名： Serv Bus 出版者： Berlin/Heidelberg: Springer-Verlag 出版日期： 2012-06-01 出處： Service business, 2012-06, Vol.6 (2), p.243-264 資源來源： Healthcare Administration Database (Proquest) 版權： Springer-Verlag 2012 識別號： ISSN: 1862-8516 識別號： EISSN: 1862-8508 識別號： DOI: 10.1007/s11628-012-0134-1
