Abstract:

The Six Sigma methodology has been an important quality approach for businesses in the manufacturing sector since its inception. A successful Six Sigma implementation can minimize errors and improve quality. In recent years, this quality approach has gained importance in the service sector as well. The education sector, which is a part of the service sector, is also one of the areas where Six Sigma methodology can be applied. In this study, Six Sigma methodology is applied with survey data based on the SERVQUAL model applied in a vocational school. In this context, the five steps of the DMAIC model, consisting of definition, measurement, analysis, improvement and control, are followed. In the study, it was determined that the reliability dimension had the highest share in the level of dissatisfaction determined. Within the scope of the study, the obtained data were evaluated and necessary suggestions were presented.

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