Total Quality Management: Six Sigma Application in Courier Industry

Essay by KafrayUniversity, Master'sB+, February 2007

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Six Sigma in many organizations simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving towards six standard deviations between the mean and the nearest specification limit) in any process -- from manufacturing to transactional and from product to service.

Keeping in view the importance of service industry in a society six sigma plays a vital role and especially when we are talking about the courier industry in Pakistan the most prominent courier companies are FedEx, DHL & TCS. To become a market leader or even to stay in the market, competitive companies are attracted towards the implementation of six-sigma. The statistical representation of Six Sigma describes quantitatively how a process is performing. To achieve Six Sigma, a process must not produce more than 3.4 defects per million opportunities. A Six Sigma defect is defined as anything outside of customer specifications.

A Six Sigma opportunity is then the total quantity of chances for a defect. The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects

We are trying our level best to highlight all the aspect of applying six sigma on Pakistani courier Industry in a given span of time so that our report could make some contribution to other fellow knowledge seekers.


We will be conducting our research on "Application of Six Sigma in the courier industry". Since many organizations are based on logistics they are required to provide on time delivery of goods / parcels we shall be concentrating on FedEx, TCS and DHL We will be conducting Secondary research on three multinational organizations to collect...