scholarly journals Road towards Lean Six Sigma in service industry: a multi-factor integrated framework

2016 ◽  
Vol 22 (4) ◽  
pp. 812-834 ◽  
Author(s):  
Loukas K Tsironis ◽  
Alexandros G. Psychogios
Keyword(s):  
Six Sigma ◽  
Success Factors ◽  
Service Industry ◽  
Critical Role ◽  
Secondary Data ◽  
Great Majority ◽  
Lean Six Sigma ◽  
Primary Data ◽  
Content Type ◽  
Depth Interviews

Purpose – The purpose of this paper is to adopt a multiple case-study approach, of three companies, in order to identify the factors affecting Lean Six Sigma (L6σ) implementation in service industry. Design/methodology/approach – Secondary data were collected through companies’ documents, written procedures and quality assurance policies. Primary data were collected through a number of in-depth interviews with managers and quality experts. Findings – The analysis of qualitative data gathered through in-depth interviews with managers in all three cases resulted in the emergence of variety of critical success factors (CSFs) regarding L6σ implementation in service industry. As it can be seen the great majority of the factors have been identified in all three cases. Moreover the analysis shows that there are two categories of factors emerged. Originality/value – This study has four major contributions. First, it provides an intergraded multi-factor framework regarding the implementation of L6σ in service industry. In particular, this study contributes with three more particular factors that influence the implementation of L6σ in services, namely, top-management active involvement, HR support activities, and practices and systems. Second, it focusses on the responses of managers, who play the critical role in the adoption of L6σ. Third, supports and expands current literature on the key success factors of L6σ application. Finally, it provides future ideas to explore and develop more the suggested L6σ framework.

scholarly journals The Road Towards Lean Six Sigma: Sustainable Success Factors in Service Industry

2014 ◽  
Vol 2 (1) ◽  
pp. 31-38 ◽  
Author(s):  
Fotis Vouzas ◽  
Alexandros Psychogios ◽  
Loukas Tsironis
Keyword(s):  
Operations Management ◽  
Six Sigma ◽  
Success Factors ◽  
Service Industry ◽  
Research Question ◽  
Secondary Data ◽  
Lean Six Sigma ◽  
Primary Data ◽  
Main Research ◽  
The Road

Abstract It has been widely investigated that the application of operations management techniques is not only based on technical factors, but it is mainly associated with organisational factors such as culture, previous polices and procedures, etc. A prime example of promisng operations practices is Lean Six Sigma (L6σ). The main research question for L6σ is related to its liabilities and constrains regarding its implementation. Therefore, this paper aims to explore the critical factors related to the application L6σ. The context of the analysis is service industry since it seems that it has been neglected from the literature that mainly focuses on manufacturing. The methodology was based on the qualitative exploration of three case studies from the service industry. Secondary data were collected through an analysis of companies' documents, written procedures and quality assurance policies and primary data were collected through a number of in-depth face-to-face interviews with managers and quality experts. The findings show that there are ten (10) particular factors that influence the implementation of L6σ in service organizations.

Readiness factors for the Lean Six Sigma journey in the higher education sector

2014 ◽  
Vol 63 (2) ◽  
pp. 257-264 ◽  
Author(s):  
Jiju Antony
Keyword(s):  
Higher Education ◽  
Six Sigma ◽  
Success Factors ◽  
Business Processes ◽  
Empirical Studies ◽  
Secondary Data ◽  
Lean Six Sigma ◽  
Successful Implementation ◽  
Content Type ◽  
Efficiency And Effectiveness

Purpose – The purpose of this paper is to reveal the readiness factors (RFs) which are required for the successful introduction and development of a Lean Six Sigma (LSS) initiative within the context of higher education (HE) sector. These RFs are a pre-requisite for the successful implementation, deployment and sustainability of LSS in higher education institutions (HEIs). Design/methodology/approach – The author uses secondary data from literature to justify the need for RFs before any HEI invests on continuous improvement (CI) methodologies such as LSS. The author would argue that these RFs must be assessed properly to understand the strengths and weaknesses of the HEI. Findings – The paper presents the RFs which are essential for the implementation and sustainability of LSS. It is important to note that RFs are prior to embarking on a CI initiative whereas success factors are determined once the senior management team decides to invest on a specific CI initiative (Lean, LSS, etc.) Research limitations/implications – This is a very theoretical paper based on the existing literature and authors’ experiences in the HE sector. The next stage of the research is to carry out empirical studies in a number of HEIs to determine the RFs for LSS as a business process improvement methodology. Originality/value – This paper makes an attempt to derive the RFs for the successful development of LSS in the HE sector from the current literature. The RFs would assist any HE sector who would like to launch a LSS journey for improving the efficiency and effectiveness of business processes across the business.

Critical success factors of Lean Six Sigma deployment: a current review

2015 ◽  
Vol 6 (4) ◽  
pp. 339-348 ◽  
Author(s):  
Fairul Anwar Abu Bakar ◽  
Khairanum Subari ◽  
Mohd Amran Mohd Daril
Keyword(s):  
Six Sigma ◽  
Critical Success Factors ◽  
Success Factors ◽  
Lean Six Sigma ◽  
Success Story ◽  
Content Type ◽  
Critical Success ◽  
Improvement Methodologies ◽  
Practical Implications ◽  
A Current

Purpose – The purpose of this paper is to review and gather the latest critical success factors (CSF) of Lean Six Sigma (LSS) deployment and implementation into a comprehensive list of factors. Design/methodology/approach – The approach taken by authors in this study was to analyze the latest literature review starting 2010 onwards and focus on CSFs of LSS (not dedicated as Lean or Six Sigma) by excluding other improvement methodologies or initiatives, e.g. Lean, Six Sigma, TQM, TRIZ etc. Findings – Five significant CSFs were identified (initially 97 CSFs listed from 13 papers) out of nine groups/headers listed in clustering analysis using Affinity Diagram tool and new headers mapping. Practical implications – Most of the organisations were aware of the success story on LSS, but did not scrutinize or consider its CSFs. By knowing the outcome of this paper, it can help open eyes regarding readiness before implementing LSS. Originality/value – At the end of this paper, the authors tried to cluster the CSFs similarities that could intentionally provide the guidelines and references to industries/companies for successful deployment and implementation of LSS in future endeavours.

Identify critical success factors to implement integrated green and Lean Six Sigma

2018 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mrigendra Nath Mishra
Keyword(s):  
Six Sigma ◽  
Critical Success Factors ◽  
Success Factors ◽  
Comparative Investigation ◽  
Subject Area ◽  
Lean Six Sigma ◽  
Lean Management ◽  
Content Type ◽  
Critical Success ◽  
The Subject

Purpose The purpose of this paper is analysis of Green and Lean Six Sigma, based on the success factors in its use through a well thought-out literature review, is being planned; a framework has been integrated in a productive manner with the Green and Lean and Six Sigma methods so as to incorporate and actualize the execution. Design/methodology/approach The methodology consists of comparative investigation of Green, Lean management and Six Sigma using open written work, essential analysis at data and master experience of the researchers. To achieve this goal, a significant review of the existing literature of the subject area has been done to prepare a framework in view of the critical success factors. A study was arranged and flowed survey from various businesses utilizing John’s Macintosh Project (JMP) statistical software. Findings The paper establishes the distinguishing proof of five success factors with their situational importance and shows that the integrated Green and Lean Six Sigma can drive the organizations to optimize their resources and cost of services or productions. Practical implications A Green and Lean Six Sigma organization would take profits by the use of the proposed framework in an alternate extent of organizations should be dynamic. The organizations should assess their shortcomings and qualities, set needs and perceive objectives for fruitful implementation. Originality/value Suggestions are being made regarding thoughts and methods that would constitute a Green and Lean Six Sigma organization. The suggested framework compare the method for improvements that may occur in organizations while implementation of the Green and Lean management or Six Sigma.

scholarly journals Critical success factors of Lean Six Sigma from leaders’ perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammad Alnadi ◽  
Patrick McLaughlin
Keyword(s):  
Thematic Analysis ◽  
Six Sigma ◽  
Success Factors ◽  
Employee Motivation ◽  
Lean Six Sigma ◽  
Previous Literature ◽  
Successful Implementation ◽  
Content Type ◽  
Critical Success ◽  
Key Aspects

Purpose This paper aims to provide a synthesis of the results of the previous literature on leadership behaviours that enable successful Lean Six Sigma implementation. Design/methodology/approach The published literature that relates to leadership and Lean Six Sigma has been included. A thematic analysis was conducted on the previous literature which helped in identifying the relevant aspects and associating the behaviours with specific aspects. Findings After analysing the literature, seven key aspects have emerged: communication, culture of continuous improvement, coaching and developing employees, creating vision and aligning goals, employee motivation, employee empowerment and leadership commitment and support. The main leadership behaviours that facilitate and support Lean Six Sigma implementation have been summarised. Originality/value Thematic analysis in this field is scarce, so identifying the leadership behaviours’ themes can help researchers in developing a framework of leadership behaviours. Organisations and practitioners of Lean Six Sigma can take into consideration these behaviours as a key to the successful implementation of Lean Six Sigma. They can adjust their behaviours and know the behaviours that need to be developed amongst leaders. This would facilitate the Lean Six Sigma journey by overcoming the challenges that face practitioners during Lean Six Sigma implementation.

Determination of the Critical Success Factors of Philosophies, Techniques, and Tools for Continuous Improvement Applied in the Service Sector

2020 ◽  
pp. 237-260
Author(s):  
Karla F. Madrigal ◽  
Erwin Martinez Gomez ◽  
Salvador A. Noriega Morales ◽  
Vianey Torres-Arguelles ◽  
Roberto Romero López
Keyword(s):  
Six Sigma ◽  
Lean Manufacturing ◽  
Critical Success Factors ◽  
Manufacturing Industry ◽  
Service Sector ◽  
Success Factors ◽  
Service Industry ◽  
Lean Six Sigma ◽  
Growth Trend ◽  
Critical Success

At the global level, the service industry represents a critical component for the economy and its growth trend is above of the other sectors. This sector alone is responsible for 63% of the gross domestic product and 45.5% of labor occupation worldwide. Despite its role in modern economies, the sector receives very little attention. In the literature, the authors have found the efforts that have been made to increase the efficiency and productivity of this type of organizations: adapting philosophies, tools, and/or techniques that were born to achieve this goal in the manufacturing industry, such as Lean manufacturing, total quality management, six sigma, lean six sigma, among others. The objective of this study is to perform an exhaustive literature review of the critical success factors reported in diverse studies of the implementation of these tools or philosophies in the service sector, as well as their differences, similarities, and results.

Design of experiments in the service industry: results from a global survey and directions for further research

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiju Antony ◽  
Elisabeth Viles ◽  
Alexandre Fonseca Torres ◽  
Marcelo Machado Fernandes ◽  
Elizabeth A. Cudney
Keyword(s):  
Design Of Experiments ◽  
Continuous Improvement ◽  
Process Improvement ◽  
Six Sigma ◽  
Service Sector ◽  
Success Factors ◽  
Service Industry ◽  
Quality Characteristics ◽  
Content Type ◽  
Critical Success

PurposeThe purpose of this study is to critically evaluate the current status of Design of experiments (DoE) in the service industry or non-manufacturing processes in the manufacturing sector. This involves the identification of critical success factors and challenges in the use of DoE in the context of the service industry as well as the key skills needed for its successful applications.Design/methodology/approachIn order to identify the critical success factors and challenges, an online survey instrument was developed and distributed across Six Sigma Black Belts (SSBB), Six Sigma Master Black Belts (SSMBB), process improvement champions, continuous improvement professionals, DoE experts and specialists as well as academics who are involved in DoE research and applications.FindingsA total of 109 participants from over 20 countries responded to the study. One of the first findings of the study is that over 40% of the process improvement professionals in the service sector do not have any hands-on experience with the application of DoE. Further, this study highlights the following critical factors for successful DoE applications: dedicating adequate resources in terms of time, budget and people for the experiment; getting a clear understanding of the problem at hand; securing a reliable and validated measurement system for measuring the response or quality characteristics of interest; and identifying input independent variables, which influence the quality characteristics during the brainstorming stage. Some respondents also mention the importance of having training or education in DoE as a critical success factor. At the same time, the lack of adequate planning to experimentation, mathematical knowledge and statistical reasoning remains as challenge to be solved.Research limitations/implicationsAs data were collected at an individual level, inter-reliability, which measures the consistency of judgements on a particular survey item, could not be gauged. Moreover, due to low sample size across some continents, an intercontinental comparative study on the extent of the application of DoE across various continents could not be performed.Originality/valueTo the best of the authors’ knowledge, this is the first global survey carried out to understand the status of DoE in the service industry. The results of the global study can be used to encourage quality, continuous improvement and process improvement professionals in the service sector to drive wider acceptance of one of the most powerful tools in the Six Sigma toolkit for problem-solving scenarios. Moreover, senior managers in the service industry can take away some of the key benefits, challenges and success factors in the implementation of DoE.

scholarly journals Forces affecting one Lean Six Sigma adoption process

2014 ◽  
Vol 5 (3) ◽  
pp. 324-340 ◽  
Author(s):  
Marcus Assarlind ◽  
Lise Aaboen
Keyword(s):  
Six Sigma ◽  
Success Factors ◽  
Lean Six Sigma ◽  
Adoption Process ◽  
Content Type ◽  
The Past ◽  
Critical Success ◽  
Future Success ◽  
Manufacturing Company ◽  
Current Point

Purpose – The purpose of this paper is to identify forces (in the form of converters and inhibitors) of Lean Six Sigma adoption by studying the gradual adoption of Lean Six Sigma in a medium-sized Swedish manufacturing company. The paper suggests how the converters and inhibitors interact toward increased maturity of the adoption and, in this case, stagnation thereof. Design/methodology/approach – Thirteen interviews were recorded and analyzed to identify converters that were moving the process forward or backward, as well as inhibitors that caused it to linger. Findings – It was discovered that activities that had initially moved the process forward were not sufficient to move it beyond its current point. However, an increased knowledge of Lean Six Sigma throughout the organization now prevents the process from moving in the opposite direction. In this medium-sized Swedish manufacturing company, Lean Six Sigma becomes a framework for thought and communication during Lean work. Research limitations/implications – The study benefited from considering forces pushing the process forward as well as backward. Thus, the authors suggest that future studies will benefit from focusing beyond critical success factors that may at times are static in nature. As a limitation, for discussions about the past, the memories of interviewees, generally, may have a tendency to be biased. Originality/value – The paper contributes knowledge of Lean Six Sigma adoptions and how they may attain greater future success by reporting on difficulties and setbacks in the current gradual adoption process in a chosen company.

Implementing a Lean Six Sigma standardized toolset in a manufacturing company: a case study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nikolaos A. Panayiotou ◽  
Konstantinos E. Stergiou ◽  
Vassilis Chronopoulos
Keyword(s):  
Case Studies ◽  
Six Sigma ◽  
Success Factors ◽  
Manufacturing Sector ◽  
Lean Six Sigma ◽  
Small Scale ◽  
Manufacturing Companies ◽  
Content Type ◽  
Manufacturing Company

PurposeThe first purpose of this paper is the implementation of Lean Six Sigma (LSS) in a manufacturing company operating in South East Europe in order to understand the importance of critical success factors (CSFs) in LSS adoption and to find out the benefits that the company gained. The second purpose is to propose a standardized toolset based on DMAIC phases, for the application of LSS in small scale projects, in order to facilitate LSS adoption by more manufacturing companies.Design/methodology/approachThis case study is based on the interlacement of the Yin's method about case studies and the DMAIC method for the improved deployment of LSS.FindingsThe analysis of this case study shows that the company attained to benefit financially, operationally and organizationally from the implementation of LSS. The already existing mentality of CI inside the company helped the project procedure and the application of changes and improvements fulfilling LSS adoption CSFs.Practical implicationsThe paper constructs a toolset and studies the role of CSFs in order to achieve the desirable benefits in a manufacturing environment, constituting a guide for future LSS initiatives.Originality/valueAs stated by literature reviews, even though there are several papers concerning LSS implementation in the manufacturing sector, there is a need for more case studies papers, such as this one, in order to enrich the literature. In this paper, it is also the first time that a specific toolset for small scale projects is proposed based on to DMAIC which can be implemented in further LSS projects.

Assessing the change process of Lean Six Sigma: a case analysis

2014 ◽  
Vol 5 (4) ◽  
pp. 423-443 ◽  
Author(s):  
Suriya Lertwattanapongchai ◽  
Fredric William Swierczek
Keyword(s):  
Change Management ◽  
Six Sigma ◽  
Change Process ◽  
Success Factors ◽  
Case Analysis ◽  
Lean Six Sigma ◽  
Project Design ◽  
Management Process ◽  
Content Type ◽  
Effective Combination

Purpose – This paper aims to present an integrative conceptual framework of Lean Six Sigma (LSS) as a project and an organizational change process. To assess the process, the LSS success factors are identified. Their impact on both project outcomes and people is determined. Design/methodology/approach – An in-depth review of success factors resulted in a set of indicators related both to the LSS factors and to the change process. A comparative case analysis of three multinational companies (MNCs) implementing LSS in Thailand is presented. The indicators were used to identify patterns in the cases related to effective implementation through content analysis. Findings – The case analysis showed that an effective combination of a strong LSS project design and a comprehensive change management process achieved positive impacts in business results, employee learning and job satisfaction. Practical implications – To be successful LSS cannot only focus on a good project design. Champions and key practitioners must also apply best practices in change management. Originality/value – There are few examples of the integration of LSS project design and the change management process in Asia. Additionally, the case analysis focuses on examples of MNC operations in Thailand. The research supported the importance of integrating change management and project management for success.

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