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Yayın Minimizing sla time using six sigma dmaic method in a multinational company(Işık Üniversitesi, 2020-09-11) Budur, Buse; Falcıoğlu, Pınar; Işık Üniversitesi, Sosyal Bilimler Enstitüsü, Yöneticiler İçin İşletme Yönetimi Yüksek Lisans ProgramıToday, the sectors are affected by the rapidly changing economic conditions. For this reason, service industries face global competition. The biggest problems of these industries are decreasing profit margins and high quality service demand. In today's economy, the sales price is mostly determined by the market, not by businesses. For this reason, businesses that carries out their processes effectively and efficiently can compete in today's economic conditions. Companies try to implement various strategies and innovations to improve their service quality processes. The first coming to mind and the most powerful philosophy for process development is Six Sigma. The aim of Six Sigma is to reduce cost and waste, to provide high quality service, and increase efficiency. Development methods were compared and as a result, DMAIC was chosen for the project. DMAIC is one of Six Sigma's most effective methods. Applying DMAIC is a good option for the development of the process, as the cause of the errors is not clearly visible in the processes. It is also a business strategy that helps to meet customer needs and expectations. Therefore, the Six Sigma DMAIC methodology has been applied to increase the quality of service provided to internal and external customers, to reduce time wasting and to increase the efficiency of the process. The steps of the implemented project are also explained in this thesis. In the study, Six Sigma is generally mentioned firstly and then DMAIC method and its steps are explained. Then, the phases in the implemented project are explained. The applied techniques in the five phases of the DMAIC project are included. The project has been implemented in an international company from the service sector to develop processes and improve service quality. The team to which the project is implemented receives extensive demand during the day. The time of meeting each request is calculated and the global target is four hours on average. Team performance can be calculated by drawing reports over a global system used by the company. The initial measurement shows that the average turning speed is seventeen hours. As a result, with the implementation of the DMAIC project, the average turning speed is reduced to two hours.Yayın Analysis of the variables that determine the satisfaction level of employees, agents and ultimate customers of an insurance company(Işık Üniversitesi, 2009) Özkol, Tufan; Sezgin, Selime; Işık Üniversitesi, Sosyal Bilimler Enstitüsü, Çağdaş İşletme Yönetimi Doktora ProgramıThe latest marketing theories and researches have showed that for understanding the complexity of service organizations and ensuring their long term success, the key point of success is the customer. Also the related concepts such as customer orientation, customer satisfaction and organizational culture have great importance. The purpose of this study is to analyze the variables that determine the satisfaction level of employees, agents and ultimate customers of an insurance company, to examine the relationships between them and additionally to describe and compare the types and patterns of organizational culture within the selected company. Three different surveys were sent to the groups (all company employees, all insurance agents and some ultimate customers assigned by their agents of the selected insurance company) by e-mail to determine their satisfaction levels and their perceptions with respect to the cultural profile of the company. The quantitative data collected were analyzed by statistical methods through the SPSS version 15.0 software. The results showed that there exist relationships both between company employee satisfaction and insurance agent satisfaction, and between perception of the insurance agent service quality and perception of the ultimate customer service quality. In spite of the strength of these associations being very low, it would be right to deal with these concepts in a holistic perspective and not to think separately for reaching the goals of the company. Also, organizational culture profile of the selected insurance company was determined and seen that there was evidence of reasonable balance in the four cultural types. It can be said that this balance will provide organizational effectiveness to the company.
