SIX SIGMA – AN EXAMPLE OF A MODERN METHODOLOGY FOR ACHIEVING BUSINESS EXCELLENCE IN QUALITY MANAGMENT

Abstract

In order to improve the business management process, first of all, you need to improve the quality of your products and / or services. Many organizations, in terms of quality improvement, mean meeting the requirements of ISO standards. But other methodologies of quality improvement have appeared in the world and therefore this paper will deal with quality improvement not only by meeting the requirements of ISO standards, but also by introducing new models of quality improvement, such as Lean, especially Six Sigma, all with satisfying customer requirements and wishes and continuous improvement of products and services. Quality is defined by the customer, so organizations are forced to think about quality improvement on a daily basis and to introduce quality improvement tools. Six Sigma methodology offers a mix of different methods and techniques for monitoring the quality of the work process in order to identify and eliminate errors and the causes of errors in the process. The Six Sigma methodology implementation cycle includes five phases, known as the DMAIC cycle, namely definition, measurement, analysis, improvement, and control. In the definition phase, the goals and framework of the introduction are defined, along with the identification of the problems that need to be solved. In the measurement phase, data and information on the current situation are collected. In the analysis phase, the causes of the problem are identified, using data analysis tools. In the fourth phase, solutions are introduced in order to eliminate the problem. Finally, in the fifth phase, the results of quality improvement are controlled.