| Summary: | 碩士 === 大葉大學 === 工業工程與科技管理學系 === 97 === In the current marketplace, consumers are going to pay attention to the service quality which is an essential factor for the businesses. In order to enhance the competence, the businesses are aggressively to build an efficient service procedure which can improve the operation efficiency, lower the cost, and valuing customers’ opinion. Moreover, with the improving technology, the good service is not only based on the serving attitude from the front desk but also on the efficiency of the serving process. Thus, to improve the serving process and integrate them is the top urgent issue for many businesses.
Six-Sigma focuses on “customer first priority”, “procedure improvement”, and “performance combination”. Thus, this study is taking a gas retailer to execute DMAIC to improve the service procedures. Result demonstration: DMAIC can increase the efficiency of serving process for the gas retailer and better the consumer satisfaction.
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