Six Sigma-DMAIC to Improve the Quality of Food Service: KAU Case Study

Six Sigma is a process improvement methodology used to enhance product and service quality in various industries. This paper explores the application of the Six Sigma methodology DMAIC in improving the quality of food services at King Abdulaziz University (KAU) in Saudi Arabia. The study provides the Six Sigma approach and its fundamental principles in food services at KAU. This paper details the issues faced in the provided food services at KAU and identifies the Critical to Quality (CTQ) factors for cafeteria customers. To explore these factors, a survey was distributed to a random sample of 115 KAU cafeteria customers. The results led to the implementation of Six Sigma-DMAIC, utilizing tools like root cause analysis and statistical process control (SPC). The study also documents the team's use of these techniques. The paper presents the result of the Six Sigma implementation in service quality, customer complaints reduction, and satisfaction, highlighting the potential for food service providers to enhance their operations.