Differences between Six Sigma applications in manufacturing and the service industry

The purpose of the research presented in this paper is to investigate the differences between Six Sigma applications in manufacturing and the service industry. A review of the literature produced six research questions related to the effects of the kind of industry (manufacturing and service) on applications of Six Sigma. The questions focus on performance measures, the kind of statistical tools used (advanced and basic), the possibility of using different mapping tools, the Black-Green Belt training path and the organisational climate and human behaviour. In an original and new way, these six research questions were transformed into hypotheses then validated by means of a questionnaire and a chi-square test. Qualitative suggestions from the respondents were collected at the same time. Findings show that, comparing Six Sigma in manufacturing and service industry, there are many interesting differences. Managerial implications, recommendations and an agenda for future study are presented.