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서비스 조직에서의 프로세스품질에 대한 이해와 6시그마 모형개발 : 구조방정식 모형분석 이용

The Model Development of 6 Sigma and Understanding of Process Quality in the Service Industry : Using the Structural Equation Modeling

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주제분류학제간연구

초록

Abstract

Six Sigma advocates rigorous application of quality management tool. Using Six Sigma program provides a mechanism for service organization to achieve organization’s goal and customer satisfaction. A model on Six sigma in service organization was developed and applied for the service organization. Questionnaire was developed, and data was collected and analyzed for this study. Conclusively, 6 sigma leadership is the important drivers to process management and customer relationship management. Process management and customer relationship management are significantly related to the job performance and customer satisfaction.

참고문헌 (48)

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