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5

Fortifying Six Sigma

with OR/MS Tools

L. C. Tang, T. N. Goh and S. W. Lam

Six Sigma as a quality improvement framework cannot remain static if it is to sustain
its value for businesses beyond the first wave of applications. This chapter explores the
possibility of enhancing the usefulness and effectiveness of Six Sigma by the integra-
tion of established operations research/management science (OR/MS) techniques,
focusing on operational and transactional environments. A matrix relating the de-
liverables to an integrated Six Sigma toolset fortified with new OR/MS tools under
the DMAIC roadmap for a hybrid of operational and transactional environments is
then presented. A case study is discussed to demonstrate the usefulness of one of the
proposed OR/MS tools.

5.1 INTRODUCTION

Six Sigma is a systematic, highly disciplined, customer-centered and profit-driven
organization-wide strategic business improvement initiative that is based on a rigor-
ous process-focused and measurement-driven methodology. Six Sigma makes use of
sound statistical methods and quality management principles to improve processes
and products via the define--measure--analyze--improve--control (DMAIC) quality
improvement framework to meet customer needs on a project-by-project basis. With
many high-profile adoptions by companies such as General Electric (GE) in the 1990s,
Six Sigma had spread like wildfire by the end of the twentieth century. 1

This chapter is based on the article by L. C. Tang, T. N. Goh, S. W. Lam and C. W. Zhang, “Fortifying Six Sigma
with OR/MS Tools”, Quality and Reliability Engineering International, to be published, and is reproduced by
the permission of the publisher, John Wiley & Sons, Ltd.
Six Sigma: Advanced Tools for Black Belts and Master Black Belts L. C. Tang, T. N. Goh, H. S. Yam and T. Yoap
C 2006 John Wiley & Sons, Ltd
49