Abstract–This paper presents a Six Sigma case study analysis
involving three service organizations of Singapore. The
organizations are a local hospital, a construction and related
engineering service, and a consultancy service. These
organizations embarked on their Six Sigma journey around
2003-2004. Though the hospital was slightly ahead than the other
two in beginning Six Sigma. These organizations have since
achieved significant service improvements through
implementation of Six Sigma to their different divisions. Through
a series of structured interviews with Six Sigma project
champions, team leaders, and members; project reports; public
archives; and observations; this study explores the Six Sigma
journey of these organizations. The results portray a list of
success factors which led to the Six Sigma initiatives, the process
of Six Sigma implementation through proper identification of
critical-to-quality characteristics, tools and techniques, and the
performance indicators which display the improvements due to
Six Sigma.