Six sigma methodology and an application in service industry

All companies without sector discrimination have to meet their customers' expectations well and increase their productivity for surviving in the market that has intense competition. Six Sigma methodology that achieves the aim by reducing variability in processes which is one of low quality causes is one of process improvement methods frequently used by companies that aspire to attain the best. Although there are a lot of studies that have done and are still done related with Six Sigma, a great majority of these studies is in manufacturing and private sector and number of studies in public sector is very limited. Despite the fact that the sector of urban public transport affects directly quality of citizens' economic and social lives and is one of the most important indicators of modern cities, there is no Six Sigma study that is carried out in this sector. As well as loss of life and property that they cause, traffic accidents that affect negatively image of institution and passenger satisfaction is one of highly important problems for rubber-wheeled public transport service institutions. In this thesis, a Six Sigma implementation that targets to reduce number of traffic accidents that municipal buses are involved in an urban public transport institute is aimed. The obtained results and experiences are shared in the study that DMAIC methodology is used.