Altı sigma metodolojisi ile süreç iyileştirme ve hizmet sektöründe bir uygulama

Abstract

In this thesis, detailed information is given about process management and process improvement which encompanses elements of horizontal and vertical organizational set up; process improvement methodologies are analyzed in deepth. A pilot process improvement project is undertaken by using 6 Sigma, a process improvement methodolgy which requires professional use of statistical tools. The project aimed at enhancing process undertaken in issuing investment incentive certificates at Istanbul Development Agency. In order to reduce failures, necessary definitions in relation to 6 Sigma are made; data collection and measuring, analyses, improvement and control stages are undertaken. At the end of the project, goals and results are compared, proposals are put forward for problems arising during the project. Thus, a model application that can be used in implementing improvement projects in public institutions is developed.