How to use lean Six Sigma methodology to improve service process in higher education

2019 ◽  
Vol 10 (4) ◽  
pp. 883-908
Author(s):  
Na Li ◽  
Chad Matthew Laux ◽  
Jiju Antony
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Service Process ◽  
Bottom Line ◽  
Content Type ◽  
Root Cause ◽  
Lessons Learnt

Purpose The purpose of this paper is to use a practical case study approach to demonstrate the power to use lean Six Sigma (LSS) to improve service process in a higher education institution (HEI). The paper also illustrated the barriers and challenges met and lessons learnt for the LSS adoption in this HEI. Design/methodology/approach Prior to the study, extensive literature review was conducted to understand various aspects of LSS in HE industry. The authors use a single descriptive case study as methodology to explain how DMAIC was applied within a HEI environment. Findings In this LSS case study, the team found HEI service process contains a large human behavior component, which dramatically increases the unpredictability of the entire service delivery process and increases the complexity of the process and the ability of the improvement team to identify the root cause. This case study demonstrates the numerous challenges will occur in working with the intangible factors that are both hard to recognize, quantify and rarely tracked by organization. Practical implications During the research, the pre-award service process was studied, data were recorded and various statistical tool and techniques were used to discover and resolve the root cause. The lessons learnt of the LSS adoption in this service process in HEI and the problems encountered were all recorded in this study, which will be helpful for future research in HEI industry. Originality/value From the literature review, LSS has been widely adopted in manufacturing industry, increased adoption in service, but there has been limited academic research about the implementation in nonprofit, service sectors, particular to higher education industry. The major benefit of implementation LSS in both manufacturing and service is considerable improvement to the bottom line. However, in this HEI case study, it has opened up the direction to implement LSS to better serve your customer as ultimate mission instead of financial gains.

Lean Six Sigma in higher education institutes: an Irish case study

2019 ◽  
Vol 10 (4) ◽  
pp. 948-974 ◽  
Author(s):  
Seamus J. O’Reilly ◽  
Joe Healy ◽  
Tom Murphy ◽  
Rónán Ó’Dubhghaill
Keyword(s):  
Higher Education ◽  
Six Sigma ◽  
Single Case ◽  
Lean Six Sigma ◽  
Research Approach ◽  
Content Type ◽  
Training Programmes ◽  
The Impact

Purpose This paper aims to contribute to a developing literature on continuous improvement (CI), enabled by Lean Six Sigma (LSS), in higher education institutions (HEIs). It reports on the key learning points arising from the initial steps taken by an Irish university on its CI journey. Design/methodology/approach A case study strategy was adopted following a participatory research approach. This approach supports reflexivity and also provides access to all relevant documentation and staff within the case university. Thematic analysis was supported by data reduction and display techniques. Findings The introduction of a LSS approach rather than a reliance on lean alone introduced a structured methodology (DMAIC) that supported simplification of a number of administrative processes. A number of specific improvements were achieved including: Cycle time and cost reduction; customer or employee satisfaction; and rework and error reduction. The findings support the importance of the Readiness Factors as identified by Antony (2014), with particular insight into the role of senior and middle management, the impact of training and deployment of expertise. Research limitations/implications This paper is based on an ongoing, longitudinal, empirical study of a single case study in Ireland. Originality/value This paper tracks the development of CI in a HEI in a longitudinal manner and adds to the emerging the literature in this area. The paper evaluates the role of management at various levels, analyses the use of LSS tools and techniques and evaluated the role of training and capacity building. Implications for Management are shared including: design and role of training programmes, role of champions at various organisational levels, including key functional areas and sustaining momentum.

Academic leadership and Lean Six Sigma

2016 ◽  
Vol 33 (7) ◽  
pp. 1002-1018 ◽  
Author(s):  
Stephen Anthony ◽  
Jiju Antony
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Six Sigma ◽  
Large Body ◽  
Lean Six Sigma ◽  
Academic Leadership ◽  
Total Quality ◽  
Research Papers ◽  
Content Type

Purpose – The purpose of this paper is to demonstrate the ability to researchers of using design of experiments (DoE) as a structured and systematic approach to performing systematic literature reviews. The authors demonstrate a simple case study illustrating the application of DoE in executing a systematic literature review on two popular topics in higher education: academic leadership and Lean Six Sigma. Design/methodology/approach – The methodology involves the systematic literature review of linking academic leadership with terms such as Lean, Six Sigma, Total Quality Management, Maturity Model and Continuous Improvement. The main tool used to structure the systematic literature review is a Taguchi Orthogonal Array design, specifically an L16 grid and the method is verified by conducting another review, replacing the term academic leadership with simply leadership. Findings – The approach identified at first no research papers linking the terms; however, when academic leadership was replaced with university, 19 research papers where discovered. The verification exercise, linking just leadership with the other search string generated over 1,000 results – demonstrating that the tool can find large volumes of articles if they exist, the search was completed for a ten year time frame – 2004 to 2014. Research limitations/implications – The case study focussed on a field which is known to have little current research and the verification exercise deliberately targeted a known large body of research. The authors will continue to use the approach and refine the technique over time. Practical implications – This approach would help any researcher despite of their discipline to identify opportunities and gaps in the current literature. Originality/value – The paper shows how DoE can be used in an academic research-based process. No other literature review approach currently exists which uses Taguchi approach to DoE to filter the search criteria.

Lean Six Sigma and Assurance of Learning (AoL) in higher education: a case study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Iman Adeinat ◽  
Naseem Al Rahahleh ◽  
Tameem Al Bassam
Keyword(s):  
Higher Education ◽  
Curriculum Design ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Lessons Learned ◽  
Content Type ◽  
Team Members ◽  
Institutional Goals ◽  
Assurance Of Learning

PurposeThis study aims to present a case study using a Lean Six Sigma (LSS) process to manage the Assurance of Learning (AoL) process in higher education. The case study highlights the value that LSS can bring to the higher education context in respect to making the AoL process more efficient and more effective. The article also illustrates lessons learned in relation to adopting LSS in higher education institutes (HEIs).Design/methodology/approachThe case study presented is part of a larger undertaking implemented by the Faculty of Economics and Administration (FEA) at King Abdulaziz University in Saudi Arabia to improve its curricula for all its programs as the graduate and undergraduate level in line with the 2013 Association to Advance Collegiate Schools of Business standards. The FEA project team implemented the AoL process using an LSS methodology – define–measure–analyze–improve–control (DMAIC).FindingsThe experience of the FEA as described in the case study suggests that the DMAIC framework can be very useful in managing the AoL process. Three aspects of LSS used in the AoL context are identified as critical in ensuring that the process achieves its stated institutional goals. Firstly, it is necessary to clearly identify which team members have which areas of responsibility in relation to, for example, sponsoring, implementing, managing and monitoring the project. Secondly, the common language provided by LSS is essential to fostering collaboration among members of a cross-disciplinary team. Lastly, quantifiable priorities should be identified.Research limitations/implicationsThe experience of the FEA as described in the case study suggests that the DMAIC framework can be very effective in advancing and managing the AoL process. For example, writing the project charter, mapping the process using the suppliers, inputs, process, outputs, customers model and using various LSS tools and techniques to measure and control the assessment were critical to improving the AoL process.Practical implicationsThis paper provides a guide to the range of practices cited in the literature on implementing LSS in relation to AoL as a comprehensive means of assessing, evaluating and improving curriculum design and delivery. The importance of this process to accreditation is explored and recommendations are offered focused on realizing both short- and long-term benefits through the initial assessments and subsequent iterations.Originality/valueThe defining contribution of this paper to the literature is its consideration of LSS implementation in the HEI context through the development and management of the AoL process.

Lean Six Sigma journey in a UK higher education institute: a case study

2018 ◽  
Vol 35 (2) ◽  
pp. 510-526 ◽  
Author(s):  
Jiju Antony ◽  
Abhijeet Ghadge ◽  
Stephanie A. Ashby ◽  
Elizabeth A. Cudney
Keyword(s):  
Higher Education ◽  
Six Sigma ◽  
Management Practices ◽  
Lean Six Sigma ◽  
Extensive Literature ◽  
Content Type ◽  
Efficiency And Effectiveness ◽  
Uk Higher Education ◽  
The Impact

Purpose The purpose of this paper is to explore the fundamental challenges and critical success factors in the development of a Lean Six Sigma (LSS) initiative within a UK higher education institute (HEI). The paper also illustrates examples of the types of projects completed and share some of the key lessons learned as part of the LSS journey. Design/methodology/approach The authors have initially carried out an extensive literature review on the application of LSS in higher education to understand the existing body of work carried out by other scholars in the field. This is followed by presenting a case study explaining how a HEI in the UK has embarked on its LSS journey as a process excellence methodology to improve the efficiency and effectiveness of core and supporting business processes. Findings There has been a clear lack of support and commitment from senior management in the sustainability of LSS within the case study organization. There was a general lack of understanding of the benefits of LSS in the higher education context and there is a lack of knowledge on the use of LSS tools for tackling process efficiency and effectiveness problems across the case study organization. Although a number of LSS projects were executed across finance, administrative, and human resources, as well as IT and library services, no projects were carried out for improving academic processes such as teaching effectiveness. Research limitations/implications As the case study is limited to one higher education institution (HEI), the findings of the study cannot be broadly generalized. Moreover, the paper does not report the findings of any strategic projects as most projects were carried out at the operational level. Originality/value This is possibly one of the first studies reporting project examples of LSS in a HEI. The results of the study can also be used to benchmark with similar studies in other HEIs to understand the impact of certain management practices of LSS.

Lean Six Sigma in higher education institutions

2016 ◽  
Vol 8 (2) ◽  
pp. 159-178 ◽  
Author(s):  
M. Vijaya Sunder
Keyword(s):  
Higher Education ◽  
Real Time ◽  
Education System ◽  
Six Sigma ◽  
Service Sector ◽  
Higher Education Institutions ◽  
Lean Six Sigma ◽  
Content Type ◽  
Higher Education System

Purpose This paper aims to illustrate the application of Lean Six Sigma (LSS) in higher education institutions (HEIs). A real-time case study presented as part of the paper highlights the value which LSS can bring to the higher education system. Design/methodology/approach The paper commences with an overview and the success of the LSS methodology. The uniqueness of the higher education system for imbibing quality excellence is elaborated, comparing it with the manufacturing industry. Various opportunities for LSS projects in HEIs are then discussed as part of the paper. The last section of the paper elaborates a real-time case study, explaining how LSS was leveraged to improve a university library process. Findings The study identified the key attributes of the higher education system, which need to be understood for imbibing quality excellence. The study also provided an insight into the upcoming application of LSS and the benefits it can bring to HEIs. Practical implications The introduction of LSS into the higher education setup could bring multifold organizational and social benefits Originality/value LSS has been successful in the past few decades in the manufacturing and service sector. However, its application in HEIs was very nascent. This study illustrates its importance and application to a highly responsible area of the service sector, for imbibing quality excellence, serving as an excellent resource for researchers and higher education professionals.

Impacts of Lean Six Sigma on improving a higher education system: a case study

2019 ◽  
Vol 36 (6) ◽  
pp. 983-998 ◽  
Author(s):  
Milad Haerizadeh ◽  
Vijaya Sunder M.
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Education System ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Lessons Learned ◽  
The Body ◽  
Future Research ◽  
Content Type

Purpose The purpose of this paper is to demonstrate the applicability and impact of Lean Six Sigma (LSS), a contemporary quality excellence methodology, for improving education system in a reputed University in Iran. Design/methodology/approach The paper follows a case study approach illustrating how theory has been put into practice, explaining how to implement the LSS define-measure-analyze-improve-control framework in a field-setting in a higher education institution (HEI), and to highlight the subsequent challenges occurred and lessons learned during the implementation. Findings The key finding from the study is the confirmation of LSS applicability in education systems. The goals of the LSS team were to baseline student satisfaction levels and improve the overall rating by 10 percent; to decrease student advising wait times by 15 percent; and increase enrollment by 5 percent. The application of the LSS methodology has delivered promising results to improve the education system of the University by achieving the set goals. Further, the implementation of LSS has demonstrated student-facing benefits of improved quality on the education system. Research limitations/implications LSS implementation in HEIs is relatively a new topic for research. Hence, this case study adds to the body of knowledge with directions to progress future research in this area. Practical implications The outputs of the case study have provided greater stimulus within the facilities for wider full-blown deployment of LSS as a strategic resource for problem solving. Additionally, this case study sets the foundation for many other future projects, and to trigger interest among the HEIs in their journeys for quality excellence. Social implications Higher education sector being a socially responsible field of service, LSS offers continuous improvement benefits, highlighted as part of this paper. Originality/value The applicability of LSS in HEIs is relatively an upcoming research area with immense potential and value. This paper would serve as a valuable means for both researchers and practitioners working in HEIs, in terms of understanding the systematic application of the LSS methodology, and implications in a real-world situation.

scholarly journals Implementing Lean Six Sigma into curriculum design and delivery – a case study in higher education

2017 ◽  
Vol 66 (5) ◽  
pp. 577-597 ◽  
Author(s):  
Andrew Thomas ◽  
Jiju Antony ◽  
Claire Haven-Tang ◽  
Mark Francis ◽  
Ron Fisher
Keyword(s):  
Higher Education ◽  
Curriculum Design ◽  
Six Sigma ◽  
Integrated Approach ◽  
Lean Six Sigma ◽  
Small Sample ◽  
Design Development ◽  
Content Type ◽  
Key Variables

Purpose The purpose of this paper is to propose the development and adoption of a Lean Six Sigma Framework (LSSF) that attempts to create a more balanced and integrated approach between Lean and Six Sigma and one that is capable of achieving improved efficacy of curriculum and programme development in a higher education environment. The implementation of the LSSF is new to the higher education sector. Design/methodology/approach Using the standard DMAIC cycle as the key driver in the implementation process, most in-depth Lean Six Sigma (LSS) case studies have focussed on manufacturing and engineering-based problems and solutions. This case study offers a detailed analysis of the design and implementation of an integrated LSSF within higher education and focusses primarily on the curriculum design and delivery of a new undergraduate engineering programme in a subject university. As such, this offers a unique perspective of LSS implementation in Higher Education Institutions (HEIs) which drives systems improvements in to the heart of the teaching and learning process. Findings The design, development and subsequent application of the LSSF enabled the curriculum development team to comprehensively apply LSS in to a subject institution. The Shainin Key Variables Search Technique (KVST) more specifically enabled the team to prioritise the key variables by way of order of importance and, this allowed the team to apply the most appropriate tools and techniques at the key points within the LSSF in order to obtain maximum performance. Research limitations/implications Whilst this work provides key information on how LSS initiatives are implemented across different institution types, the work has only focussed at a very small sample of HEIs and the case study only being applied to one institution. The work will need to be extended much more widely to incorporate a larger set of HEIs (both research and teaching focussed) in order to provide a more complete map of LSS development in HEIs. Practical implications The aim of the paper is to provide LSS project leaders in HEIs with a coherent and balanced LSSF in an attempt to assist them in implementing comprehensive LSS programmes thus maximising the improvements in efficiency and operational performance of departments within HEIs. Originality/value This paper is the first of its kind to study the application of Shainin’s KVST in the implementation of LSS programmes in HEIs. The key features highlighted in this work raise important issues regarding the need and importance of developing a balanced LSSF for HEI project implementation.

A systematic literature review on Sustainable Lean Six Sigma

2019 ◽  
Vol 11 (3) ◽  
pp. 429-461 ◽  
Author(s):  
Pranay Sureshbhai Parmar ◽  
Tushar N. Desai
Keyword(s):  
Literature Review ◽  
Six Sigma ◽  
Cost Reduction ◽  
Lean Six Sigma ◽  
Current Status ◽  
Defect Reduction ◽  
Content Type ◽  
Analysis Techniques ◽  
Study Implementation

Purpose The purpose of this study is to determine the current status of Sustainable Lean Six Sigma (SLSS) practices execution in the industries by identifying the research gaps and also methodologies that are applied by different researchers and practitioners. Design/methodology/approach To find the current status of SLSS practices all over world, the literature review of the articles available through SCOPUS data base is given in different categories such as a country-wise and year-wise publication of the articles, journal-wise publication of articles, case study implementation focus in industry and data analysis techniques used by the researchers. Findings The different methodologies applied by the researchers and practitioners have been explained and the gaps for further research are identified. The extensive review of articles of last 18 years revealed that there are various opportunities such as quantitative study, framework modeling on the SLSS, and implementation of developed models in different industries, etc. which are required to be explored. Originality/value In the present study, a review of 129 articles for the time span of January 2000 to February 2018 is considered. The SCOPUS database was used for selecting the articles for review. A total of 129 articles were considered for the literature review, and the case study implementation in different industries with the focused areas such as cost reduction, defect reduction, economic, environmental and social aspects was explained.

scholarly journals Lean Six Sigma and quality frameworks in higher education – a review of literature

2020 ◽  
Vol 11 (6) ◽  
pp. 1005-1018 ◽  
Author(s):  
Janelle Margaret Davidson ◽  
Oriana Milani Price ◽  
Matthew Pepper
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Continuous Improvement ◽  
Six Sigma ◽  
Teaching And Learning ◽  
Lean Six Sigma ◽  
Field Analysis ◽  
Future Research ◽  
Review Of Literature ◽  
Content Type

Purpose This paper aims to present a review of literature that considers the use of quality frameworks in higher education (HE). Quality frameworks provide a minimum standard of teaching and learning of students. This systematic literature review identifies the tools and techniques to continuously improve the systems and processes that underpin teaching and learning are missing. With this in mind, the authors present a focus on Lean Six Sigma (LSS) as an improvement methodology adopted by the HE sector and present the factors that drive or hinder the implementation of LSS in higher education institutions (HEIs). Design/methodology/approach A review of the literature and thematic analysis has been undertaken relating to the application of quality frameworks and methodologies within the literature set. Findings The findings show that quality frameworks to be lacking insofar as their focus on compliance is no incentive for continuous improvement. This finding is not unique to the HEI sector and similar challenges exist in other sectors. A further finding identifies the need for academic professional practice to go beyond quality assurance to attend to the transformation of students. Together these present an apparent disconnect between continuous improvement methodology and HE quality frameworks. Research limitations/implications A literature review does have limitations insofar as some literature may have been missed because of different key terms. A further consideration being literature from 2019 not available at the time the review was conducted. Practical implications It represents the state of play in regard to the use of quality frameworks operating in HE and business schools. Insight is offered into how the use of continuous improvement methods can deliver quality in HE to benefit the sector, students and others. An agenda for future research is offered. Originality/value The discussion is valuable as it seeks to improve understanding of the relationships between methodologies with adopted quality frameworks in the HEI sector. A contribution is made in the use of force field analysis to represent the critical success factors and barriers of LSS in HEI.

Study on Lean Six Sigma frameworks: a critical literature review

2017 ◽  
Vol 8 (3) ◽  
pp. 275-334 ◽  
Author(s):  
Shruti J. Raval ◽  
Ravi Kant
Keyword(s):  
Literature Review ◽  
Six Sigma ◽  
Design Method ◽  
Lean Six Sigma ◽  
Content Type ◽  
Online Databases ◽  
Major Discrepancy ◽  
Critical Literature ◽  
Made In

Purpose The literature in the field of Lean Six Sigma (LSS) is escalating with frameworks, but, till date, no effort has been made in existing literature to critically reviewing LSS frameworks. The aim of this paper is to investigate the literature about Lean, Six Sigma and LSS frameworks and critically reviewing the existing literature over numerous parameters. Design/methodology/approach This study focuses on a literature review of Lean, Six Sigma and LSS frameworks. The time span of this analysis is 30 years. The analysis is restricted to searching online databases such as Elsevier Science direct, Taylor and Francis, Emerald, Springer link, Wiley Inter-Science and Inder-Science. A total number of 58 frameworks have been used as sample size for this study. The study focuses on reviewing these 58 frameworks based on measures such as the novelty of frameworks, source of frameworks, framework verification, approach of verification and identification of vital elements/tools/constructs of frameworks and lastly comparative analysis of all these 58 frameworks Findings The analysis has identified major discrepancy such as laxity of researcher toward utilizing existing frameworks, lack of participation of practitioners and consultants in the development of LSS frameworks, and the elements/constructs used in structuring the frameworks are highly incoherent. Higher proportions of frameworks are verified through various modes of verification such as survey, case study, simulation, which encourages other researchers for applicability of the frameworks. Case study is found most popular research design method for verification of frameworks. Various frameworks are highly abstract or superficial. Some of the frameworks do not show how each construct/element are related to implementation in the organization. Out of 58 frameworks, the only single framework is highly comprehensive. A coherent framework for LSS is still lacking. Research limitations/implications This analysis is limited to peer review articles from Elsevier Science direct, Taylor and Francis, Emerald, Springer link, Wiley Inter-Science and Inder-Science databases and contains the search keywords in title only. Originality/value This study is first of its kind attempt, making an effort to the knowledge of the authors to critically review Lean, Six Sigma and LSS frameworks. This analysis will assist to recognize the LSS filed trends and framework applicability.

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