Towards an integrated framework for Lean Six Sigma application: Lessons from the airline industry

Abstract

By following a qualitative methodological approach, this article aims to investigate the critical factors influencing the application of Lean Six Sigma (L6σ) in an airline company. Secondary data were collected through an analysis of company's written procedures and quality assurance policies. In addition, primary data were collected through a number of interviews with managers. Findings suggest that there are particular factors that influence the implementation of L6σ such as leadership and strategic orientation, quality-driven organisational culture, continuous training, teamwork, customer satisfaction, and technical systems. This study supports the view that the above factors are not only significant for L6σ application but, also, can be seen as useful investigation tools in their potential application. This article has four major contributions. Firstly, it expands our understanding regarding the implementation of L6σ in the service industry, by exploring the interrelationship of both positive and negative factors affecting its application. Secondly, it focuses on the responses of managers, who always play the most significant role in the adoption sophisticated management practices. Thirdly, it explores L6σ application in an airline service industry, which seems to be neglected by the current literature. Finally, it provides future research studies with an integrated framework that can be investigated in many different organisations coming from other sectors, attempting to find ways of institutionalising L6σ philosophy in any organisational setting.