Six sigma in service enterprises and its application in hotel busines

Working conditions of today?s enterprises are much more complicated than the previous years. The major reason of this is enterprises? facing with a consumer type who looks for more qualified product and who gets more concious day by day.In this sense, quality and quality control concepts has got an important place in business and industry relation areas especiall after 1960s.After the quality researches became a science area, a number of quality studying techniques has emerged. Today, the most common of these techniques is six sigma. Instead of focusing the result (output), this technique handles all production processes and makes it possible to intervene the process immediately as it determines the production point in which the product is different from aimed specifications.Six Sigma is not the control of a salt product but a kind of management strategy. It makes it possible to make changes in management style, worker relations and production processes in a business. However, for years, six sigma has been thought as a system for production sector. Nevertheless, six sigma comes up with solutions effectively in service sector.This thesis that I prepared is to show that six sigma is not a system just for the proction businesses and to fill the research blanks in this area. In this sense, six sigma has been explained relating to service sector. In addition, an application which was made in The Marmara Hotel, one of the best hotels in our country, takes place in the last part of the thesis.Key words: Six sigma, service sector, Quality