| Abstract |
Recently, the impact of the pluralistic education system and low birth rate has made the cram schools booming. From the statistics announced by the Ministry of Education, there were about 775 cram schools in Taipei area around 10 years ago, and now it has risen to 2769, the growth is 3.57 fold. It・s evident that the parents are focusing on children・s education all the more. The cram schools have all tried their best to satisfy the need of the customers, so they can survive the competition, while raising the quality of their service has become a key factor. From the study results in recent years, we know that the introduction of the ：six sigma； system has made great progress in terms of quality improvement; six sigma has been recognized as a hot management tool. Through the use of six sigma one can not only increase the profit of the company, it can save cost, raise the service quality, and enlarge the market share, and improve the compatibility of the enterprise. This study is focused on the cram schools in Taipei area, adopting six sigma and DMAIC steps as tools. First we invited academic professionals to give talks about the service quality of the current cram school system. We then used a questionnaire to investigate the client・s satisfaction and rating of the importance of the system, followed by IPA analysis to find out the issues that need first be addressed. We also drew a cause and effect diagram to do analysis and then we gave suggestions. At the end, we developed a six sigma system achievement model to raise the quality of service and thus satisfy the customer・s need. This study has proven that the six sigma system is optimal in studying the service quality and achievement. The study can serve as a good reference for the cram schools to consider introducing six sigma into their system. |
