Six Sigma in Professional Companies
I am interested in successfully applied Six Sigma Methodologies in professional firms like law, tax or accounting firms. Are there good examples and what were the experiences.
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Submitted by Anonymous on 18 April, 2007 - 16:09.
If you have iso 9000 and you move towards TQM you will blow out most professional services outfits. Most prof services introduce defects through lack of training and the lack of standardised products. Giving tasks that require customisation or original thought to inadequate staff causes defects. SS would radically affect the culture of a prof services firm. It can however, I believe, be applied to customer services functions. If your objective is cost reduction through minimisation of defects you could kill the golden goose which differentiates your offer. In prof services people will pay for 'peculiarity'. So SS must apply to the lower added value products. If you were to apply SS to conveyancing, for example, you would become market leader and crush your competitors on price and service. But I dont think it has been done yet!
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I don't wish to sound flippant, but if the examples that you list simply took the time and trouble to understand their customers and supply chains, a lot of aggrivation and better Kano results would evolve.
Arrogance is one of the worst enemies of creating ongoing customer satisfaction. My experience leads me to define process capability as often what works best for the practice rather than customers (internal and external).
Roy