A framework for the selection of Six Sigma projects in services: Case studies of banking and health care services in Taiwan

Ying Jiun Hsieh, Lan Ying Huang, Chi Tai Wang

Research output: Contribution to journalArticle

10 Citations (Scopus)


This study develops a framework for effectively implementing service Six Sigma projects. The framework is composed of four phases: (1) initial project identification, which deploys candidate projects in accordance with a firm's strategic goals, (2) project value assessment, which evaluates project's value based on the financial return, cost, and its impact on employee behavior, (3) project complexity assessment, which examines scope, data availability, and risk associated with the project, and (4) project prioritization, which identifies Six Sigma projects and categorizes them into black belt and green belt categories. Two cases in banking and health care services are discussed to demonstrate the proposed framework.

Original languageEnglish
Pages (from-to)243-264
Number of pages22
JournalService Business
Issue number2
Publication statusPublished - 2012 Jun 1


All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Strategy and Management

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