Six Sigma as a competitive strategy: Main applications, implementation areas and critical success factors (CSF)

Abstract

Organization’s competitiveness and profitability are part of its main objectives, developing different strategies to position themselves as one of the best, being one of these strategies Six Sigma (SS), initially developed in processes of manufacturing to eliminate production and services defects. However, literature has reported various applications and areas of implementation of SS, such as the administrative area. The objective of this article is to present results obtained in literature review related to the SS strategy. The article begins with basic strategy definitions, followed by the main applications and implementation areas, additionally, an analysis of the critical success factors (CSF) is shown as a suggestion for those who wish to develop the strategy and improve the administrative processes. The CSF is: Management Support and Commitment, Relationship with Clients, Organizational Culture, Education and Training, Organizational Infrastructure and Communication.