Open AccessA Six-Sigma DMAIC Approach to Improve the Sales Process of a Technology Start-Up
Author(s) -
Desy Wartati,
Jose Arturo GarzaReyes,
Marcos Dieste,
Simon Peter Nadeem,
Rohit Joshi,
Fernando González Aleu
Publication year - 2021
Publication title -
international journal of mathematical, engineering and management sciences
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.228
H-Index - 10
ISSN - 2455-7749
DOI - 10.33889/ijmems.2021.6.6.089
Subject(s) - six sigma , dmaic , novelty , design for six sigma , process management , process (computing) , computer science , critical success factor , function (biology) , operations management , marketing , business , engineering , philosophy , theology , lean manufacturing , evolutionary biology , biology , operating system
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.