Case study analysis of Six Sigma implementation in service organisations

• Published in: Business process management journal Vol. 18; no. 6; pp. 992 - 1019
• Main Authors: Chakraborty, Ayon, Chuan Tan, Kay
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 01-01-2012
• Subjects: Authorship; Business process management; Case studies; Consultancy services; Data collection; Design engineering; Hospitals; Impact factors; Indicators; Lenses; Literature reviews; Management; Manufacturing; Marketing; Research methodology; Six Sigma; Success factors; Trends; Case study; Six Sigma; Service organizations; Singapore; Critical success factors
• ISSN: 1463-7154; 1758-4116
• DOI: 10.1108/14637151211283384

Purpose - The aim of this research is to explore the implementation of Six Sigma in service organisations. The focus of the investigation is on identifying critical success factors (CSFs), critical-to quality (CTQ) characteristics, tools and techniques and key performance indicators (KPIs), and also to understand the issues emerging from the implementation process.Design methodology approach - Exploratory empirical evidence is provided through four in-depth case studies of organisations mainly in Singapore. They include a hospital, a public service organisation, a consultancy service and a hotel.Findings - The major findings include an understanding about the suitability of Six Sigma implementation in service organisations. Management support and team member support emerged as primary success factors. The CTQs include time and cost, while use of soft tools instead of rigorous statistical tools are preferred by service organisations. At the project level, KPIs are understood more as CTQs. Additionally; various interesting practical difficulties emerged from the case studies.Research limitations implications - A main limitation of this study is the small number of organisations studied and that are mainly from a single geographical location. Furthermore, the exploratory nature of the study demands rigorous in-depth studies. The practical difficulties identified will have major implications for managers. The framework including the CSFs, CTQs, KPIs, and tools and techniques, will be a useful guide for both practitioners and academicians.Originality value - There are limited studies about Six Sigma implementation in service organisations. This paper provides a framework and a paradigm shift from viewing its implementation through a manufacturing lens.