INTEGRATION OF LEAN SIX SIGMA FOR SERVICES WITH QUALITY MANAGEMENT SYSTEM ISO 9001:2015

• Main Author: AFFANDY - NIM: 23415047 , RISMAN
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/24036
• Institution: Institut Teknologi Bandung

Customer satisfaction is one of performance indicator of an organization/ company. It measures how product/ services meet the customer expectation. Quality Management System based on ISO 9001:2015 enhance customer satisfaction. ISO 9001:2015 principle is improvement, but not provide detailed explanation how to implement the improvement. Lean Six Sigma support QMS how-to information to implement the improvement. <br /> <br /> <br /> This research proposed a model and guideline to Integrate Lean Six Sigma for Service (LS3) with ISO 9001:2015. The proposed model establishes linkages between the life cycle stage of lean six sigma project, from its early identification to the post-project phase, with the clauses of requirements contained in the ISO 9001standard. In the proposed guidelines, only LS3 tools that used in the guideline. Other Lean Six Sigma tools should be used in the guideline as long as it is relevant with the service industry. <br />