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Service Quality System Construction for Mobile Communication Based on Six Sigma

Author: WangYing
Tutor: WangHui
School: Northeast Normal University
Course: Information Science
Keywords: six sigma Jilin mobile the quality of service customer satisfaction
CLC: F626
Type: Master's thesis
Year: 2011
Downloads: 123
Quote: 0
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six sigma is a breakthrough quality improvement method which was put forward and put into practice by Motorola company in the end of the 1980s. The six sigma quality improvement and quality management method has made a great success in the manufacturing field. The complete statistics method is also applicable to the process improvement of service.It is necessary to improve the quality management level to improve the quality of service. So the main purpose of this essay is to study how to use six sigma quality management method to suit the service quality evaluation system of Jilin mobile company. The procedure and implementation measures of the important quality improvement process DMAIC in six sigma is introduced in detail in the essay. At last through an actual six sigma case in Jilin mobile company----- to improve customer satisfaction to discourse the use of six sigma quality control method and six sigma quality improvement tools. Meanwhile, by the analysis of the customer satisfaction factors, find the reasons to satisfy the customers better and better.There are several research methods existing in the eaasy, for instance, documents inquiry method, quotation lookuping method, investigation analysis method, questionnaire survey method and so on. A mess of six sigma quality improvement tools are used in the essay, such as the flowchart, the histogram, the control drawings, the Pareto charting.In other researches related to service quality, there is no scholar applying the six sigma theory to the mobile communication field to improve the quality of service .It is to further deepen the creative achievements for six sigma model theory research, and the six sigma model will be first applied to the service quality evaluation of Jilin mobile company. Hope that the research results in providing an important reference value to other provinces and cities’mobile companies in applying the six sigma management in their services.

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