A study about process improvement with six sigma methodology in customer support department

Today, institutions and organizations are under a serious change pressure due to the rapid and continuous development of information and technology depending on internal and external factors. This pressure reveals two types of exchange processes. The first one is the institutions that encounter with this change pressure spontaneously and the second one is that actualize the change in a planned and organized way. If the companies would manage this change, they can consistently expand their company. Also, they would easily overcome potential crisis situations. This solution can come true with the monitoring and processing the business processes. The companies that target excellence in business processes use Six Sigma methodology intensively. Output point of the Six Sigma is the excellence in production and today Six Sigma is used in both production and service processes actively. The focal point of Six Sigma is the customer. At this point, Six Sigma projects aim to increase customer satisfaction and profit and decrease time loss by increasing quality, efficiency. Therefore, for the institutions and organizations that focused on customer, Six Sigma methodology is an invaluable asset. Nearly all of the top 100 largest companies in Turkey are actively carrying out Six Sigma activities and have made various success stories. This study examines the ideology, historical processes, and development of the Six Sigma methodology, including Six Sigma tools and their areas of use. Also, an application of Six Sigma methodology from a leading construction machinery organization is examined. This organization is a rare company that spreads Six Sigma methodology among its own and group companies in Turkey. This Six Sigma Project is designed to avoid machinery piece losses and prevent financial threats arising from unregistered stockpiles of scrap parts resulting from Warranty Service. Six Sigma Project is started to solve the problems experienced in the process that begins with receiving scrap parts from the customer until disposing of that parts after the Warranty Service. It was aimed to prevent the entering of scrap pieces to the market and to record, control the logistic movements of all of these parts.