SIX SIGMA BUSINESS SCORECARD APPROACH TO SUPPORT MAINTENANCE PROJECTS IN A COLLABORATIVE CONTEXT

According to the traditional perspective the maintenance function is counted as a secondary activity consuming human and financial resources, which is why many companies, use as maintenance strategy for several years, the subcontracting of maintenance services to specialized companies. However, the need to perform maintenance operations on increasingly complex systems requires access to several distinct types of skills that small and medium-sized firms specialized in maintenance services generally do not have. This paper aims to illustrate the role of the Six Sigma Scorecard approach as a management tool for improving quality in service provided in a collaborative context. The article begins by discussing the principles of the Six Sigma and the Balanced Scorecard backgrounds. It is then discussed how the two methodologies can be combined as a management tool of maintenance activities. Finally, it is discussed how this approach can be applied in the assessment of maintenance activities in the context of a collaborative ecosystem.