FRAMEWORK DEVELOPMENT USING SIX SIGMA AND QUALITY TOOLS TO ACHIEVE OPERATIONAL EXCELLENCE IN HIGHER EDUCATION

摘要

The application of Six Sigma principles and tools can be especially effective for helping higher educational institutions improve their operations and become more customer-focused. This paper provides a proposed framework for improving operational excellence and cross functional problem solving at the University of Central Florida. The framework was developed by faculty and graduate students within a Six Sigma course in the Industrial Engineering and Management Systems department. This framework incorporates metrics and customer-based problem solving, cross-functional teams trained in Six Sigma principles and tools, as well as a knowledge-based expert system that can provide a centralized repository for problem solving and solutions.