Service functions have been an integral part of most corporations. Organizing service functions into a business entity creates a totally different mindset. A service organization acts differently because of a focus on customer requirements and prompt feedback from customers. Service offerings are experienced much faster than products, which sometimes are stocked in a warehouse or a showroom. Once service is delivered, the customer experiences it and expresses satisfaction or dissatisfaction. Because problems must be resolved faster, the challenges in service are different. Customers prefer fast service delivery rather than quality of service.
Some companies have switched their emphasis from “better, faster and cheaper” to “faster, better and cheaper” performance levels.
To maximize the benefit of Transactional / Services Six Sigma, we need to find ways to use Six Sigma on in the transaction processes and errors.
Every transaction or services has its cost as shown below
- Search
- Information
- Bargaining Costs
- Decision Costs
- Policing Costs
- Enforcement Costs
- IT cost
