Applying a revised SQPM in the Define Step of Six Sigma and a case study

Abstract

The primary purpose of this paper is to construct a revised service quality performance matrix (SQPM) approach as an effective and objective tool in the Define Step of Six Sigma projects. This approach can then overcome the shortcomings of the SQPM proposed by Hung, Huang, and Chen [(2003). Service quality evaluation by service quality performance matrix. Total Quality Management, 14(1), 79–89] such as time-consuming questionnaire items, and the percentage scale and self-stated attribute importance. Other general purposes of this paper are to establish the implementation process of the revised SQPM approach, apply this approach and process in the Define Step of Six Sigma projects (Define, Measure, Analyse, Improve and Control framework), and a case study with regard to a campus restaurant which is ultimately presented to demonstrate the application of the above methodology in practice. The approach and process are simple, effective and objective for identifying critical-to-quality service dimensions (or attributes) and their improvement priority. Additionally, they can enhance the operator's decision-making quality of service strategies.