This paper is concerned with a six sigma application to non-manufacturing process. Based on the comparison to manufacturing process, non-manufacturing process has some specific characteristics. The main focus of this study is to introduce an empirical c

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.