SIX SIGMA APPROACH AND A PROCESS IMPROVEMENT FOCUSED APPLICATION IN THE ENERGY SECTOR

Abstract

ABSTRACT The Six Sigma approach is applied to make an organization's processes faster, error-free and cost-effective. With this approach, the company aims to provide customer satisfaction by improving its own process. The purpose of our study is to investigate the effect of the six sigma approach on operational excellence and process improvements in companies. Six sigma is widely applied in the manufacturing sector and in areas such as production, stock management, sales-marketing, in order to meet the expectations of quality and customer satisfaction. However, the development of technology causes an increase in customer satisfaction and quality expectations in the energy sector. It was seen that the use of the six sigma approach in the energy sector is not common, and its application in an electricity distribution company was carried out in our study. And also, what is done in the define, measure, analyze, improve and control (DMAIC) phases used in the six sigma approach is discussed as specific to energy sector. In addition, in the respective company, it can be seen that a systematic method independent of human factor has been developed and adapted to business processes in the selection of application areas of technological investments. In this way, time and financial losses are prevented by making process improvements. It’s hoped that our study will offer new expansions to other electricity distribution companies in the sector.