suggests that not only can the process improvement generated by Six Sigma be used in manufacturing operations, as it is the case for the study presented in this paper, but it can also be expanded to improve other functions such as logistics, purchasing, legal and human resources. In addition, Kumar et al. (2008) state that although Six Sigma is normally used in defects reduction (i.e. industrial applications), it can also be applied in business processes and to develop new business models.