Application of Six Sigma DMAIC methodology in a transactional environment

Jiju Antony, Anmol Singh Bhuller, Maneesh Kumar, Kepa Mendibil, Douglas Montgomery

Research output: Contribution to journalArticlepeer-review

65 Scopus citations


Purpose: Communication and Information Management (CIM) is crucial for any organisation and effectiveness of CIM can result in significant improvement to the bottom line and customer satisfaction. The purpose of this paper is to investigate and streamline the communication and information system within an "infrastructure support service" company using Six Sigma methodology. Design/methodology/approach: The research involved a triangulation approach of case study and use of survey instrument to find a solution to the problem. Findings: The paper highlights a significant concern with regard to CIM within all the business units of the group. The effectiveness of the present CIM system for the whole group is below industry average with regard to accuracy and timeliness of CIM, resulting in an inefficient management reporting system. Operating in a highly competitive and time-bound environment, correct and real time reporting is paramount. The main reasons for the ineffectiveness of CIM across the group can be attributed to two main factors; data management and communication systems being used. The paper also illustrates an appreciation of the use of Six Sigma within a transactional environment. Originality/value: This study is a novel application of Six Sigma methodology within the communication and information management system.

Original languageEnglish (US)
Pages (from-to)31-53
Number of pages23
JournalInternational Journal of Quality and Reliability Management
Issue number1
StatePublished - Jan 1 2012


  • Communication and information management
  • Process management
  • Quality
  • Six Sigma
  • Strategy

ASJC Scopus subject areas

  • General Business, Management and Accounting
  • Strategy and Management


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