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

Abstract

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.