International Journal of Engineering Sciences, 2(8) August 2013, Pages: 380-387

TI Journals
ISSN
2306-6474

International Journal of Engineering Sciences

www.tijournals.com

Recognition and Evaluation of the Barriers to Reach the Quality

Guarantee, Decreasing Information and Communication
Technology Failures Based on Six Sigma Methodologies:
A Study of Khuzestan Electronic Communication Company
Belghis Bavarsad *1, Mohammad Reza Shojaei 2
1
2

Assistant Professor of Management, Shahid Chamran University (SCU) of Ahvaz, Iran.

Master of Executive Management, Science and Research Khuzestan Branch, Islamic Azad University, Iran.

AR TIC LE INF O

AB S TR AC T

Keywords:

Nowadays, one of the most important management concerns in organization is maintaining

equipment in a correct state in order to minimize product shutdown and also providing
services while establishing, management systems for guarantee of product quality and the
better systemic way exists. There are various methods and standards to establish quality
guaranty accompanying such as ISO 9001:2000 apply PDCA (Plan-Do-Check-Act) as a part
of goal directed Structure on the other hand, an establishment of a management standard
cannot provide necessary and enough circumstances for reaching a desired quality guarantee
by itself and as a result decreasing the failures in progress. Then it needs systems or
equipment such as Six Sigma to facilitate the performance of the quality guaranty systems in
progress. The Research field of the inquiry is Khuzestan Electronic Communication
Corporation encounter two groups of internal and external problems. The most significant
item is the presence of national and international powerful competitors in communication
services, specified obligation in article 44 of constitution for privatization and complicated
structure of inter-organization operational activities. This paper is based on a field research of
82 statistical samples of specialists of this company in 2009. We will in investigate the effect
of different components of Six Sigma models on decreasing Information and Communication
Technology (ICT) problems and increasing efficiency of company's quality guarantee based
on, ISO 9001:2000 in Khuzestan Electronic Communication Corporation.

Six Sigma quality guarantee

quality management System
ISO 9001:2000
Khuzestan Electronic Communication Corporation

2013 Int. j. eng. sci. All rights reserved for TI Journals.

1.

Introduction

Six-Sigma process improvement methodology has been adopted as the pioneering process improvement framework. In the last one decade
Six Sigma has become of the more recent quality management across corporations. Since Bill Smiths concept had its birth at Motorola and
was passed down to Bob Galvin, a lot of water has flown under the bridges. The original Define, Measure Analyze Improvement and
Control (DMAIC) scheme has undergone a critical review by the practitioners and implementers including addition of R (Reporting) to the
tail end of the framework. Corporations have trusted in, invested and reportedly ploughed back a lot of benefits from the implementation of
this system (Xingxing et al., 2008).
General Electric, Motorola and Honeywell, all manufacturing goods, were the first organizations implemented Six-Sigma (Zare Mehrjerdi,
2011).
Six Sigma applies a structured approach to managing improvement activities, which is represented by Define, Measure, Analyze, Improve,
Control (DMAIC) used in process improvement or Define, Measure, Analyze, Design, Verify (DMADV) used in product/ service design
improvement (Linderman et al., 2003).
Generally, it was believed that Six Sigma can benefit large manufacturing firms because of dealing with processes and easy to track the
flow of goods along the line.
In strict definitional terms sigma is a Greek alphabet letter that denotes that the standard deviation used to describe variability and is
applied as a statistical process technology measure in organizations. As shown by Goh (2003) and Breyfogle (2003), a sigma quality level
offers an indicator of how often defects are likely to occur in the process being reviewed; the higher the sigma level the less likely it is that
a process will create defective parts. The sigma levels and corresponding defect levels are derived from the normal probability distribution
curve for an organizational process. We can determine each 6 level correspondence based on normal distribution of agreement area and
* Corresponding author.
Email address: bita40@yahoo.com

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defect percentage. These levels are expressed in terms of defect parts per million opportunities (DPPMO): Sigma 2 level - 308,537 DPMO;
Sigma 3 level - 66,807 DPMO; Sigma 4 level - 6,210 DPMO; Sigma 5 level - 233 DPMO, and Sigma 6 level- 3.4 DPMO (from Pande et al.
(1999)).
As a result, the term Six Sigma has developed as an aspirational quality measure for organizational processes (a good organization
usually being four Sigma or higher). Therefore, the main theme of Six Sigma is that of focusing on reducing variability in processes
(Antony, 2006).
Some writers claim that Six Sigma has started to develop beyond that of a technology based statistical process approach towards that of a
broader change management philosophy and approach over the past ten years (Schroeder et al., 2008; Choo et al., 2007; Buch and
Tolentino, 2006b; Wiklund and Wiklund, 2002). They contend that this development has been driven by increasing global competitiveness,
which has resulted in Six Sigma being not referred to as a quality tool, but rather as a business strategy (Breyfogle, 2003, p. 2).

Continuous improvement of quality management system

Management
Responsibility

Customer
and other
interested
parties
Activities Value
added

Resource
Management

Analysis
Management

Satisfaction

Requirements
Information
Flow

Customer
and other
interested
parties

Input

Product
Realization

Product
Out put

Figure1. ISO 9001 Model of a process-based quality management system

After establishing the quality management system based on ISO 9001:2000 in Khuzestan Communication Corporation, managers and
workers have always considered the improvement of quality level in the company. As it shown in figure 1, in this system, customer's
satisfaction is via recognizing necessities and desired satisfaction of his/her needs. Here it provides quality improvement maintaining the
permanent circle; Plan, Do, Check, Act (PDCA). Here, the role of quality guarantee is to reach to organizational objectives maintaining
PDCA circle, continuity. (Hosianpour, 2007)
A Considerable point which is barrier the way of quality improvement in Khuzestan Communication Corporation is the shortage of
executive approach to decrease the number of failures in organizational level. On the other hand the international competitions in offering
better communication service have lowered communication situation in Iran. For example, earning the rank 79 among 80 countries (Rank
37 at the present), according to quality and quantity of DATA services in Iran Communication Company, shows the special qualitative and
quantitative distance in detail.
The presence of new and private competitor's in cell phone field, have complicated the competition circumstances in the market of
communicational services. Successful performance of second operator (Iran Call) which is a pattern of governmental systems in
competition with private sectors in Iran and also new third operator which is going to be launched is an alarm for Khuzestan
Communicational Corporation. Because it doesn't decrease the troubles and the expensive service too, it will change its place in the market
with newer organizations.
In addition to all the above mentioned, some other point such as permanent and up to date information communication technology, show
the importance of a systematic research about establishing different qualitative system in order to decrease the expensive price.
In the researcher's opinion, the main gap in decreasing ICT equipments failures in Iran Communication Corporation is a system which can
remove the barriers to reach the product quality guarantee and this paves the way for decreasing the expense, considering the good
application, regarding of Six Sigma's history, in any of the zone or central communication corporation in Iran.
In fact, Six Sigma as a transformation strategy in any organization is a system which leads to development or expansion of management,
statics methods and finally it can remove the problem and create an opportunity of revolution and statistical methods and development for
organization (Mac Namara 2006). But does this system have the ability to resolve the existed limitation in Khuzestan Communication
Corporation to decrease the quality of guarantee system? And can this system be more effective reducing the outcome failures?

Belghis Bavarsad and Mohammad Reza Shojaei

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Int ernational Journal of Engi neering Sc iences, 2(8) Au gust 2013

Of today and former, organizations have common points, i.e., they have done the efforts to reach the results. The difference between today
organizations and first half of 20th century is the result of "effective capabilities" and capabilities cause results. The rate of organizational
success in Achieving performance indicators (results) is identified by comparing to the competitors. The speed and quality of achieving
performance indicators, in competitive domain, depend upon organizations methodology in recognizing and applying the capabilities.
During some decades from the half of 20th century till now, the quality management has tried to create effective capabilities offering
continuous improvement notions based on a progress towards zero defect and failure and have been expensed in several approaches,
technologies and equipment.
Some of the organizations especially "Motorola" in the 10th decade of 20th century have found that they need to reach an approach to setup
the performance indicators as soon as possible, and guarantee their survival and improvement in the competitive domain.
Quality management couldn't satisfy all their needs with its classical conceptions. They emphasis on results instead of activities, reaching
both of some contradictions which were existed in improving quality and decreasing the expenses and blurred performance, decreasing of
the defect to the level of 3.4 in a million instead of the idea of zero defect. In an organization, the more defects means higher costs and
lesser quality and then it lead to lesser the amount of created value of customers and consequently losing the level of competition and
market share (Carter, 2005).
We can recognize Six Sigma as "novel statement of quality management" to satisfy the needs and demands. Soon, on 1990s' organizations
found out that Six Sigma means reaching Defect level of 3.4 in a million. Opportunity is a necessity not a choice. Nowadays, this necessity
has became the main axis of thought focus theories, research and consulting services in the area of organizations in research and consulting
services, and have progressed to the point that they are thought in the national level. We can define sex sigma in a sentence: "novel and
effective statement of quality management" (Amiran, 2006).
To define Six Sigma we can offer a deeper under standing introducing its intrinsic factors. These factors are as follows its worth
mentioning that during two decades if its existence it has been involved permanently and we have noticed following factors based on its
latest achievements (Moister, 2004).
Six Sigma's nature: Six Sigma is a comprehensive methodology for effective organizations improvement which has capable equipments,
plan and structure of quality management inside itself.
Six Sigma's approach: Six Sigma is an approach is the clear decrease of all organizations faults and it reaches to Six Sigma standard. Six
Sigma is occurred for recognizing and removing the defects of DMAIC cycle, which we are going to explain it.
Six Sigma's objectives: Six Sigma's objectives in the organizations are very fair and important. They are: increasing market share,
decrease of the expense, Development of final interest (on the same source).
Six Sigma's quantity chart: In each statics progress, Six Sigma is the standard deviation of the mean.
Whenever an organization reaches Six Sigma levels, it means that 99/99966 percent of the Opportunities were not defects. If we consider
the number of spelling errors as the basis of comparison, 1 sigma equals 170 spelling errors in each page of a book, where as six sigma
equals about one spelling error in all the books of a library. In an organization the more defects the more expenses, the less quality and then
decreasing the created value for customers and consequently losing competition level and market share.
DMAIC Cycle: As you see in figure 2, definition progress to defect decrease in Six Sigma, occur in DMALC cycle. We can define this
cycle as "effective improvement cycle" in Six Sigma. Conceptually we can consider this cycle in a same direction with (PDCA)
improvement cycle. But in DMAIC, a decreasing cycle of operation, based on an exact screening is performed. DMAIC cycle is consisted
of the first letters of these words, respectively: Define Measure Analyze Improve Control.

Define

Control

Improve

Measure

Analyze

Figure 2. DMAIC cycle, Pascal (2007), Keller (2001)

This research started in 2009 and variables date is related to the summer of that year. The area of this research is Khuzestan
Communication Corporation located in Ahwaz. Statistical units of research society are Engineering and Development Assistance units,
Financial supply Assistance, Maintenance and Exploitation Assistance unit and other managements of Khuzestan Communication
Corporation.

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Internat ional Jour nal of Engineeri ng Science s, 2(8) Au gust 2013

2.

Research plan

The main tool of data collection in this research was the questionnaire of Six Sigma establishment evaluation, considering quality guaranty
model. This Questionnaire includes nine variables totally, existed in the mentioned research model. The questionnaire validity has been
evaluated analyzing the context and using valuable idea of expert groups and its reliability has been evaluated, using Cronbakh Alfa
reliability coefficients. It is worth mentioning that, researchers had to hold a three hours seminar attending statistical population because of
several in the research model. This was needed for better understanding of each variable's dimension for more effective and more
comprehensive evaluation of each hypothesis and as a result, had to use fifty question questionnaire of Six Sigma establishment evaluation
considering quality guaranty model. Statistical population of this research consists of 352 experts of Khuzestan Communication Company
including all organizational levels having B.A and higher degrees. Considering performed investigation and the importance of the subject
for Khuzestan Communication Company and besides the problems, 82 individuals were identified and questioned for the test, using
sampling method.
Descriptive statistics (Frequency, Mean, Deviation) have been used for demography date including sex, age, organizational area,
organizational demography, Education, job experience and exclusive data, and perspective statistics have been used for testing hypotheses
(Correlation analysis for the main hypothesis and first to fifth hypothesis and one-way variance analysis (F-test) and (T-test) for (Sixth
hypothesis) in which the main hypothesis and first, second, third, forth. Fifth and sixth hypotheses were accepted.
Identifying Six Sigma's principles and bases and it's components
Investigation and identification of quality guaranty components
Investigation of operational approaches of Khuzestan communication corporation about default decrease.
Spreading and performing the questionnaire to evaluate the barriers of reaching quality guaranty and decreasing ICT failures based on establishment of Six Sigma systems.
Extracting the result and testing hypothesis.
Determining g performance priorities based on component's correspondence.
Suggestion for improvement and for future researches.

Figure 3. Research Algorithm

Considering specified theoretical principle in the previous section and in order to successfully perform of the evaluation process in this
research, the algorithm in figure3 was used. This paper would suppose to offer some solution for following problems occurring in
Khuzestan Communication Corporation: Continuous increase of service quality and Continuous effective improvement of quality guarantee
system.
Decreasing the number of Communication systems failures in order to, satisfy customer's needs and increasing their satisfaction.
Expense decrease and Khuzestan Communication
Corporation's profitability

Definition

Customer's
obligation

Measurement
Analysis
Improvement
Control
Independent
variables

Job
experience

Organizational
position

Measurement
anaysis
Continuous
improvement
Control cycle
Dependent
variables

Education

Organizational
area

Age

Sex

Mediator Variables
Figure 4. Research Analytic model

This paper is an applied research objectively, where as methodologically it is a survey descriptive research, because of Khuzestan
Communication Corporation situation, making use of hypothesis based on the research's objectives and problem. Also, this is a library and
field research, locally.

Belghis Bavarsad and Mohammad Reza Shojaei

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Int ernational Journal of Engi neering Sc iences, 2(8) Au gust 2013

3.

Data analysis

Following results in table, 2 about research model variables were achieved analyzing the data and investigating descriptive statistics.
Table 2. Descriptive statistics of research model variables

model

Standard
deviation

Mean

Max

Amplitude

Number
of answer

variable

20.2439
22.9268
23.5976
21.5244
13.5366
101.8293
21.4756
19.9024
19.1707
12.7927
73.3415

11.4706
6.5131
6.3669
11.7587
11.2394
171.0322
12.0550
19.6694
25.4026
11.5738
202.0795

3.3868
2.5521
2.5233
3.4291
3.3525
13.0779
3.4720
4.4350
5.0401
3.4020
14.2155

20
23
23
21
14
103
22
20
18
12
72.5

26
27
28
28
20
128
29
28
28
29
101

13
10
9
15
15
49
17
17
18
12
54

82
82
82
82
82
82
82
82
82
82
82

Definition component
Measurement component
Analysis component
Improvement component
Monitoring and control component
All variables of Six Sigma model
Customer obligations component
Component of measurement and analysis
Continuous improvement component
Control cycle component
All the variables of quality guaranty

quality
guaranty
model

Variance

Six Sigma
model

Average

After summarizing the findings and analyzing them, we come to test research hypotheses. In this research, correlation coefficient was used
for testing the main hypothesis of first to fifth hypothesis. Determining the effect of independent variables on dependent ones, was why this
test method was used to test sixth hypothesis which is about expert groups cooperation about Six Sigma establishment test comparison, one
way variance (F-Test) analysis were used for education and organizational position respectively. Total results of hypothesis test were
shown in table 3 for the main hypothesis and first to fifth, table 4 and 5 are to show sixth hypothesis.
Table 3. Total result & research hypothesis test
Number of
sample

Correlation
coefficient

Sun of
squares

Co-variance

Confirm/re
ject

Main hypothesis: there is the possibility of recognition

and evaluation of the barriers to reach quality guarantee
and decreasing ICT failures with establishment of Six
Sigma system in Khuzestan communication corporation.

82

** 0/532

7,772,23

76,953

confirm

First hypothesis: definition and determination

component of Six Sigma causes the better understanding
of customer's obligations and needs one of the
components of quality guarantee.

82

** 0/322

611,627

6,056

confirm

Second hypothesis: measurement component of Six

Sigma effects on the component of measurement, and
analysis of quality guarantee.

82

** 0/301

498,627

4,937

confirm

Third hypothesis: analysis component of Six Sigma

effects on the component of measurement, and analysis
of quality guarantee.

82

** 0/291

401,261

3,972

confirm

Fourth hypothesis: improvement component effects on

continuous improvement of quality guarantee.

82

** 0/391

297,294

2,944

confirm

Fifth hypothesis: control component of Six Sigma

effects PDCA control cycle of quality.

82

** 0/421

512,038

4,853

confirm

Research Hypothesis

** The test is on 1 percent level.

Table 4. One way variance analysis (F-Test)

Intra groups
Intra groups
sum

Sum of square
34,983

dF
36

130,824

102

Mean square
0/972

F
0/659

Sig
0/912

Confirm/reject
Confirm

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Internat ional Jour nal of Engineeri ng Science s, 2(8) Au gust 2013

Table 5. T-test table for sixth hypothesis

0/29825

3/70354

Down limit

Up limit

-0/51250

-0/25120

Confirm/reject

0/928

Standard fault
discrepancy

101

Mean
discrepancy

0/622

Sig.

Assumed
homogenous
variance

Freedom degree

Certainly in discrepancy
%95

Confirm

3.1 Analyzing Demography Data

The percentage of male personnel of statistical sample (%87.8) is more than female personnel (12.2 percent). Considering this
percentage and knowing that there is on different between male and female in establishing Six Sigma, it seems that sex of
population doesn't effect on the implementation process.
70/73 percent of statistical sample are under 45 years old and it can make a simple revolution in Khuzestan Communication
Corporation. We should not forget that Six Sigma has a revolutionary perspective.
A considerable percentage of statistical sample have (B.A) (71/95%) also 28/05 percent have (M.A). it seems that the company
needs to use personnel's efficiency considering the type of educational degree and their dispersion, in establishing Six Sigma
systems. It is better to use expert group in operational processes and senior expert group in Six Sigma strategic processes.
Most of the statistical samples are experts and supervisors in Khuzestan Communication Corporation. In the other words, 74139
individuals can be used for executive processes and senior and middle managers can be used to formulate strategies and
objectives.
Many of Khuzestan Communication Corporation trainers have a significant job experience. In other words 81/71 percent of these
individuals have more than 10 years experience. What is important is that one third of experienced personnel are more than 20
year old.
3.2 Data analysis of Six Sigma variable and quality guarantee
Considering posed questions for variables (4 aspects of quality guarantee and 5 components of Six Sigma and hypothetic statistical test of
population mean, performed on data, we can see all data analysis of Six Sigma variables and quality guarantee in table 6 and 7.

Table 6. Results of data analysis of Six Sigma variables

variables

Mean

* analysis

Definition variable

3/3740
3

- Company's relatively good knowledge about customer's needs and expectations.

- Necessity of faster plans for reforming policies of article 44.

Measurement
variable

3/821
3

-Adequacy of existed indexes for determining of customer's satisfaction.

- Proper courses of reviewing and changing indexes of performance evolution.
- Creating proper situation to make information available for personnel.

Analysis variable

3/932
3

-Current mechanism's adequacy for analyzing system failures.

Ability to identify company's deviation of the approach using data analysis.

Analysis variable

3/932
3

- The importance of creating priority in improvement opportunities.

- The effect of equipments operation improvement in decreasing network's failures in the future.
- The importance of creating priority in improvement opportunities
- The importance of company's utilizing software system to analyze data.

Improvement variable

3/58
3

- Necessity of transferring organization's perspective to the personnel for attracting their cooperation.
- Necessity of changing current methods in the company for repair management.
- Value ability of creativity and innovation in the company.
- Necessity of change management as an approach for?

Supervision and control variable

3/384
3

-Emphasis on controlling operations and process in company's goal and approaches.

-Conformity of current organizational structure in the company to control the performance.
-Suitability of strategies of process control and improvement in the company.

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Int ernational Journal of Engi neering Sc iences, 2(8) Au gust 2013

Table 7. Results of PFF variables data analysis

variables

Mean

* analysis

Customer's needs

3/579
3

- Relatively good situation of Khuzestan communication corporation about mechanisms.

- Recognizing and removing the problems of company's subscribers.
- Making a proper level of quality of services for the subscribers.

Measurement

3/317
3

- Effectiveness of company's activities about measurement and continuity of the processes.

- Conformity of the analysis of unconformities.
- Effectiveness of established ISO 9001 audits in the company to increase organization's efficiency.

Continuous
improvement

3/195
3

- Familiarity with circumstances and approaches of continuous improvement in ISO 9001 standard.
- Considering the continuous improvement through personnel's group and individual duties.
- Correcting activities resulted from current quality management system in the company.

Control cycle

3/198
3

- Personnel's awareness about control process approaches.

- Personnel's familiarity with process control cycle.
- Replacing process perspective with traditional approach after system's establishment.

3.3 Testing related hypotheses and analyses

Regarding independent and dependent variables and performed test of statistical hypotheses on the data which was mentioned in the table 2,
we can see all the hypotheses analyses in table 8.
Table 8. Data analyses bases on test hypotheses
*Research hypothesis

analysis

Main hypothesis: there is a possibility of recognition

and evaluation of the barriers to reach quality,
guaranty and decreasing ICT failures with
establishment of Six Sigma system in Khuzestan
communication company.

Reducing the failures following maintenance services of communication network based

on establishing Six Sigma management system, paralleled view to all the components of
this model and understanding the relationship among Six Sigma stages for limiting the
number of faults can prepare an optimum situation for reaching organization's quality
objectives along with quality guarantee model in Khuzestan communication company
based on ISO 9001 standard.

H1) component of Six Sigma definition and

determination causes the better understanding of
customer's needs and demands as one of the quality
guarantee components.

Effective determination and definition of improvement project and complete

recognition of Improvable points and power points of Khuzestan Communication
Corporation can prepare a more effective situation for understanding and satisfying
customers and subscriber's needs and demands.

H 2) Six Sigma measurement component effects on

measurement and analysis component of quality
guaranty.

Confirming this hypothesis shows the priority of Six Sigma measurement component
for analysis quality situation of quality guarantee pattern in Khuzestan Communication
Corporation based on quality measurement system considering ISO 9001 standard.
As you have seen in previous parts, special circumstances of Khuzestan
Communication Corporation and current international competition show the need for
analyzing the circumstances.

H 3) Six Sigma analysis component effects on

measurement and analysis component of quality
guaranty.

Making effective decision in analyzing problems, wastes and failures in network repair
system can develop current analysis in quality guarantee system of Khuzestan
Communication Corporation based on quality measurement system considering ISO
9001 standard.

H 4) Six Sigma improvement component effects on

continuous improvement component in quality
guaranty.

Confirming and proving this hypothesis shows the effective correspondence of

improvement component in Six Sigma to create continuous improvement in quality
guarantee and decreasing the wastes. Because Khuzestan Communication can effective
circumstances for improving quality management system and as a result reducing
network failures, if makes effective decisions in improving the situation of improvable
points.

H5) Six Sigma control component effects on (PDCA)

control cycle of quality guarantee.

It shows the effect of control process in two models of Six Sigma and quality guarantee
obviously, according to ISO 9001. If there is a controlling view in 4 steps of plan, DO,
CHEK, ACT in Khuzestan Communication Corporation, the possibility of waste
reduction will be noticed at the first stage.

H6) There is a consensus about Six Sigma

establishments to decrease the failures based on
quality guarantee patterns, among expert groups.

There is a consensus among different experts groups in Khuzestan Communication

Corporation about establishment of paralleled scoring cart system (with differentiation
of two parameters: education and organizational position).
This consensus is in different organizational level, establishing Six Sigma system to
decrease failures in Khuzestan Communication Corporation; and it show the amount of
these rank, familiarity and interest to the organization's quality programs.

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4.

Conclusion and suggestion

Considering the collection of performed analysis, the following suggestions are given to Khuzestan Communication Corporation
management:
1-

2-

3-

4-

5-

6-

7-

There is an effective correspondence between explanation, design and running Six Sigma system along with decreasing network
failures, based on quality guarantee model, considering research's theoretical principles.
But the obtained correlation coefficient wasn't acceptable, so it is suggested to managing director of Khuzestan Communication
Corporation that Six Sigma system be established and supported in all the organizational sectors. It is important for management to
find a rational and cause and effect correspondence between service quality management approaches as a competence for decreasing
network failures in the company.
The outcomes of research and performed field interviews in the process shows that regarding of anything about Six Sigma and
product quality guarantee, Khuzestan Communication Corporation should provide the optimum use of mounted equipments in its
communication network via redefining the existed approaches. Here, it is necessary to have more control on performance quality via
operational use of Six Sigma model besides increasing the number of courses for cyclic and basic equipment repairing.
With regarding to Six Sigma history as system equipment for quality management, such as in previous suggestions, it is necessary to
provide better competition situation for Khuzestan Communication Corporation comparing to the other rivals. It is suggested that this
company turns the competition situation for its benefit, providing a business plan based on competitor's abilities and power.
Organizational performance about a better perspective toward customer's needs can have a significant effect on system design and
definition.
But, there is a distance to reach a desired objective here. So it is suggested that it takes special steps for satisfying the customer via
more cooperation with him/her and designing and establishing more effective mechanism and controller to survey and analyze
customer's ideas, besides understanding their real needs. Also, considering some contexts that are extracted circle of organizational
interested parties, it is suggested that Khuzestan Communication Corporation studies local individuals and all societies' demands to
create a proper social investment in peripheral area and choose the best options considering cost benefit analysis about environmental
satisfaction.
It seems that all the existed capacities in Khuzestan Communication Corporation aren't used properly. So the researcher suggests
about using capacities, along with increasing the amount of product staff efficiency to decrease final expense of the final product.
There is an effective action have about system city of the processes via establishment of quality management system ISO 9001: 2000
in this company and it is suggested that standards concept must be used more effectively.
Another basic suggestion about analyzing current situation in the company is establishing human resource management system.
It is necessary to create background for establishing knowledge management to increase innovation in the organization via more
effective analysis based improving personnel skills. Another suggestion is running a unit as a research and development (R&D) in the
company. This unit can prepare organization's entering to the new service production needed by the market, instead of searching for
an environment about new and replacement products.
However via verifying sixth hypothesis, it seems that there is no discord among different expert groups in establishment of Six
Sigma's system equipment, unless some minor differences between different levels. It is suggested to Khuzestan Communication
management to employees, the experts and seniors in the company, follow quality objectives, and allocate more responsibilities to
these two groups about changing in planning and performing Six Sigma.

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