A Six-Sigma DMAIC Approach to Improve the Sales Process of a Technology Start-Up

Desy Wartati, Jose Arturo Garza-Reyes, Marcos Dieste, Simon Peter Nadeem, Rohit Joshi, Fernando Gonzalez-Aleu

Research output: Contribution to journalArticlepeer-review

2 Citations (Scopus)


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.

Original languageEnglish
Pages (from-to)1487-1517
Number of pages31
JournalInternational Journal of Mathematical, Engineering and Management Sciences
Issue number6
Publication statusPublished - Dec 2021

Bibliographical note

Funding Information:
This work was supported by the “Seedcorn fund” provided by the University of Derby (UK).

Publisher Copyright:
© 2021. International Journal of Mathematical, Engineering and Management Sciences. All Rights Reserved.

All Science Journal Classification (ASJC) codes

  • General Computer Science
  • General Mathematics
  • General Business,Management and Accounting
  • General Engineering


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