Document Type


Publication Date

Fall 2011


Due to variations in donations and volunteer support, maximizing effectiveness is crucial to the survival of nonprofit organizations. This project evaluates the ability of Six Sigma, TQM, ISO 9000 and Malcolm Baldrige criteria to help a small nonprofit in the healthcare industry better manage its processes. Six Sigma is the framework selected as it is straightforward, small-organization friendly, exhibits timely results, and is quick to implement. The Six Sigma DMAIC methodology is applied to the nonprofit to define the organizational stakeholders, processes and goals, and then FMEA is used to determine appropriate areas to target for initial corrective actions. Corrective actions are successfully implemented on the area of highest impact, the volunteer feedback form. The DMAIC process used for this nonprofit may be adapted and applied to other nonprofits seeking to begin use of quality approaches.


© 2011 Ann Marie Getchius. This Project was Presented to the Faculty of California State University Dominguez Hills in Partial Fulfillment of the Requirement for the Degree Master of Science in Quality Assurance.