1. Syrian Arab Republic
Ministry of Higher Education
Syrian Virtual University
Master of Quality Management
The feasibility of Implementing SIX Sigma in the Syrian
Private Services Sector –Case Study in a
Telecommunication Company
Thesis Submitted in Partial Fulfillment of the Requirements
for a Master Degree in Quality Management
By
Jalal Almontaser Billah
Supervisor
Dr. Mhd. Mouaffak Al-makky
2014

2. Abstract
Six sigma is a methodology which provides companies with tools and methods to improve
their processes. The purpose of process improvement in six sigma is to improve the
performance and decrease the variation, improve the benefits, increase the profits,
eliminate the mistakes, and increase the loyalty of the customers, contractors and suppliers.
This research gives an idea about six sigma and its framework, this was done by giving a
historical brief, six sigma definitions, six sigma methodology, and the factors applied to
insure six sigma success. The researcher presented a literature review of previous studies
about the implementation of six sigma in the service sector, and the barriers that face this
implementation.
The main goal of this research is to study the feasibility of Six Sigma implementation in
the private services sector in Syria by carrying out an applied study using six sigma
methodology, where a major process in a large telecommunication company was
considered. We applied the DAMIC methodology on one major process (the archiving
process) to measure the sigma level and to see the possible benefits.
By doing this research, the researcher was able to conclude the following points:
1. The six sigma level for a major process (the archiving process) in a
telecommunication service company in the Syrian private sector was measured for
the first time. The six sigma level was found to be at the value of 3.72 which is
similar to the range found in the developed countries for companies which don’t
apply six sigma where the sigma level is between 3-4.
2. It was possible to improve the process by using a new technology the company had
already deployment to sell new prepaid lines, as this system is compatible with the
optimization process reached by the researcher through the application of the
methodology DMAIC, and the sigma level of the archiving process was improved
from a level of 3.72 to a level of 4.41. This was done by studying the reasons behind
variation and finding ways for reducing errors.
3. The measured levels of six sigma indicate that the Syrian companies can achieve
significant results by adopting and implementing six sigma. The most important
results are: reducing processes variation, eliminating mistakes, defining the root
causes of problems and fixing them, and increasing the profitability.
4. The difficulties which we faced in our research were normal. We think that this can
be attributed to the partial application of the DMAIC methodology on the archiving
process, the experience of the researcher who is an employee in the archiving
section, and also due to the fact that the studied company applies the ISO 9001
quality system.