Modelling the clusters of critical success factors of Six Sigma for non-formal service sectors using interpretive structural modelling

Abstract

Critical success factors (CSFs) are the essential ingredients which are case specific and vital for the successful deployment of Six Sigma which must be achieved in hierarchical manner to accomplish the objective associated with it. CSFs for Six Sigma implementation in non-formal service sectors are grouped in to clusters. The purpose of this research is to develop relationship amongst the identified clusters using interpretive structural modelling (ISM). On the basis of the driving and dependence power of each CSF cluster, the ISM-based model indicates that 'Process ownership', 'Organisational Assessment', 'Customer Centric Approach' and 'Project Selection' are strategic requirements, further 'Awareness Program', 'Knowledge Sharing' and 'Servicescape' are the tactical requirements, on the other hand 'Human Resource Management', 'Database Management', 'Performance Assessment' and 'Reward' are the operational requirements of Six Sigma implementation program. Whilst the ISM model of CSF clusters gives a roadmap for their implementation in hierarchical manner.