Six sigma : the solution to improving the quality of services offered by the Gauteng Shared Services Centre (GSSC)
"We fail more often not because we fail to solve the problem we face but because we fail to face the right problem." (Russell L. Ackoff) Although centralisation of support functions causes initial cost savings, benefits may not improve unless there is continuous enhancement of product offerings and service quality. Commonly tension arises between the shared services centre and the business units, and this is exacerbated when business units do not understand the level of service they receive, or the service centres do not understand the level of quality they offer. This ultimately leads to confusion, lowered morale and loss of workers. Six Sigma is a business strategy and a systematic methodology, use of which leads to breakthrough in profitability through quantum gains in product / service quality, customer satisfaction and productivity. The concept of implementing Six Sigma was pioneered at Motorola in the 1980's and the objective was to reduce the number of defects to as few as 3.4 parts per million opportunities. For effective implementation of Six Sigma projects in organisations, one must understand the critical success factors that will make the application successful. This dissertation attempts to understand the underlying principles of Six Sigma and its applicability to the Gauteng Shared Services Centre, in order to achieve quantum gains in service quality, customer satisfaction and productivity.