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

Vouzas Fotis, Psychogios Alexandros and Tsironis Loukas
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Vouzas Fotis: Assistant Professor in Management Department of Business Administration, University of Macedonia, GREECE
Psychogios Alexandros: Senior Lecturer in Management & HR City College, International Faculty of the University of Sheffield, Thessaloniki, Greece
Tsironis Loukas: Lecturer in Management Systems, Technical University of Crete, Chania, Greece

Nang Yan Business Journal, 2014, vol. 2, issue 1, 31-38

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.

Keywords: Lean Six Sigma; Sustainable Success Factors; Managers; Case-studies; Service Industry (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:nybujo:v:2:y:2014:i:1:p:31-38:n:3

DOI: 10.2478/nybj-2014-0023

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