Desy Wartati
Warwick Manufacturing Group, University of Warwick, Coventry, CV4 7AL, United Kingdom.

Jose Arturo Garza-Reyes
Centre for Supply Chain Improvement, University of Derby, Kedleston Road Campus, Derby, DE22 1GB, United Kingdom.

Marcos Dieste
Faculty of Science and Technology, Free University of Bozen-Bolzano, Universitätsplatz 5, 39100, Bolzano, Italy.

Simon Peter Nadeem
Centre for Supply Chain Improvement, University of Derby, Kedleston Road Campus, Derby, DE22 1GB, United Kingdom.

Rohit Joshi
Indian Institute of Management Shillong, Shillong, India.

Fernando González-Aleu
Departamento de Computación e Ingeniería Industrial, Universidad de Monterrey, San Pedro Garza García, N.L., Mexico.

DOI https://doi.org/10.33889/IJMEMS.2021.6.6.089

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Abstract

Despite the adoption of Six-Sigma in different service sectors, its application in the Sales function of a Technology-based Start-up has not been explored. This paper deploys an action research-based study methodology and conducts a thorough analysis of a Technology Start-up company in Indonesia, using Six-Sigma principles and the Define-Measure-Analyse-Improve-Control (DMAIC) approach. Statistical validation of the causes of problems helped to formulate a strategy that may have otherwise not been possible. The results of the study and proposed solutions confirm the potential benefits of adopting Six-Sigma in the Sales function of technology start-ups to reduce, particularly, customer waiting time. The novelty of this research lies in the fact that it applies Six-Sigma in a transactional process such as sales, which earlier studies have not explored in depth. This paper can be employed as a reference for organisations to undertake and guide specific process improvement projects similar to the one presented.

Keywords- Six-Sigma, DMAIC, Transactional process, Sales process, Technology start-up.

Citation

Wartati, D., Garza-Reyes, J. A., Dieste, M., Nadeem, S. P., Joshi, R., & González-Aleu, F. (2021). A Six-Sigma DMAIC Approach to Improve the Sales Process of a Technology Start-Up. International Journal of Mathematical, Engineering and Management Sciences, 6(6), 1487-1517. https://doi.org/10.33889/IJMEMS.2021.6.6.089.