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将六西格玛管理运用于服务行业,是六西格玛管理发展的趋势,也是上海发展现代服务业的需要。在通讯市场竞争日益激烈的今天,中国电信提出实施精确化管理的概念。为了在服务运营环节实现精确化管理,上海电信在上海质量管理科学研究院六西格玛研究所的支持下提出了应用六西格玛管理法实现服务运营过程精确化管理的基本设想,并以降低话费异议率项目为切入点进行了实践探索。本文是这一项目实施过程的介绍。
Applying Six Sigma to service industries is a trend of Six Sigma development and a need of Shanghai to develop modern service industries. Today’s increasingly competitive communications market, China Telecom put forward the concept of implementing precise management. In order to achieve the precise management of service operation, Shanghai Telecom proposed the application of Six Sigma with the support of Six Sigma Institute of Shanghai Academy of Quality Control to achieve the precise management of service operation process. In order to reduce the objection rate Starting point for a practical exploration. This article is the introduction of the project implementation process.