Service and administration departments in several companies adopt a program called Six Sigma, in order to make fundamental changes in Korea and abroad. This paper is concerned with a six sigma DMAIC road map for service and white-color management process. This road map consists of 13 steps which considers the employee's majors and characteristics of the business process, For commercial quality, the proposed road map were actually applied and successfully fulfilled to H company.

Abstract
 1. 서론
 2. 서비스 및 사무관리 분야의 6시그마 추진 원칙
  2.1 사용 도구의 간편화와 특화된 교육과정의 구축
  2.2 대용지표(Secondary Data)의 활용
  2.3 핵심요인 분석결과 발표회 개최
  2.4 의무 개선활동 제도의 도입
 3. 서비스 및 사무관리 분야 6시그마 로드맵
  3.1 서비스 및 사무관리 부문 로드맵
  3.2 13단계 로드맵의 특성
 4. 결론
 참고 문헌

• 김채수(동아대학교 산업경영공학과)