This paper presents a six sigma project for improving customer satisfaction of a franchise store. The project follows a disciplined process of five macro phase : define, measure, analyze, improve, and control(DMAIC). Due to the limitation of existing methodologies, numerous difficulties arise during the six sigma application to transactional processes. This paper expected to be helpful to service industry in which is very difficult to measure and implement.

• 김동규 | Kim, Dong-Kyu
• 한원형 | Han, Won-Hyung
• 김진아 | Kim, Jin-A
• 성유라 | Sung, Yu-La
• 이오미 | Lee, O-Mi
• 조용욱 | Cho, Yong-Wook