Six Sigma is a quality improvement tool to measure the process outputs for error reducing system. It aims to maximise
customer satisfaction and minimise defects in products and services. To enhance the quality and meet customer expectations, it
is necessary to bring in innovation.
This paper presents a brief overview of Six Sigma, its tools and how it can be applied in the second-hand bookstore industry by
using principles of enhanced productivity as well as process quality management in a well-defined framework. This study
contains a survey of 180 college students (Our target customers) understanding their view on New books vs Second-hand books,
the difficulties they face and their view in the implementation of the proposed innovation to improve quality in service as well as
maximise customer needs. The proposed new solution will be explained through DMAIC methodology and its superiority to the
pre-existing model, and also its benefits to both customers and sellers.
