在市場需求增加的情況下，寵物美容服務面臨著提高服務品質和降低成本的雙重挑戰。因此，本研究旨在探討導入精實六標準差 (Lean Six Sigma)改善寵物美容服務流程後對服務品質與成本管控的影響。
本研究透過個案寵物美容店A進行DMAIC研究程序。首先，使用Kano-IPA模型找出前台顧客抱怨的服務品質問題。接著，利用價值流圖探索後台工作流程中的浪費問題，並結合前台與後台的觀點，深入挖掘與分析真因，提出改善對策。最後，實際導入對策，並用統計方法比較改善前後的成效。
研究結果顯示，改善後顧客滿意度顯著提升、服務流程所需的時間顯著降低，並在成本大幅降低的同時維持相同的收入能力。具體而言，此結果是通過在人力資源、預約方式、通知接回寵物流程跟抹護毛精方式的改善對策來達成。
本研究貢獻有兩點：第一，應用Kano-IPA 模型幫助經營者限縮改善服務品質數量，並提供了應用於調查寵物美容服務品質的修編SERVQUAL問卷，這利於實際應用的可行性。第二，創新地導入精實六標準差，將前台顧客需求帶到後台的寵物美容服務流程改善，將前後台都納入討論，並提供一套未來寵物美容流程改善研究可以使用的方法論工具，這拓展了服務設計的研究方法論。

Pet grooming services are facing the dual challenges of improving service quality and reducing costs in the face of increasing market demand. Therefore, this study aims to investigate the impact of introducing the Lean Six Sigma to improve the process of pet grooming services on service quality and cost control.
This study applied the DMAIC research procedure to a pet grooming store. It used the Kano-IPA model to identify service quality issues for front office customers and the value stream diagram to pinpoint waste problems in the back office workflow. By combining front and back office perspectives, the study analyzed root causes and proposed improvement strategies. Finally, the effectiveness of these strategies was assessed using statistical methods.
The results of the study showed that the improvements resulted in increased customer satisfaction, a reduction in the time required for the service process, and the ability to maintain the same level of revenue while significantly reducing costs. Specifically, the results were achieved through improvements in human resources, appointment scheduling, notification of pet pickup, and greasing practices.
This study has two main contributions. First, it applies the Kano-IPA model to help managers prioritize service quality improvements and provides an adapted SERVQUAL questionnaire for pet grooming services, enhancing practical applicability. Second, it innovatively introduces Lean Six Sigma to integrate customer needs into the back-end pet grooming service process improvements, providing a methodology tool for future research and expanding service design methodologies.

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