Applications of six sigma for service quality enhancement in the UAE: a multiple case study analysis and lessons learned

IF 3.8 2区 工程技术 Q2 ENGINEERING, INDUSTRIAL
S. Bhat, J. Antony, Maher Maalouf, Gijo E.V., Souraj Salah
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引用次数: 1

Abstract

Purpose This paper aims to unearth the essential components of Six Sigma for successful deployment and sustainment of service quality in four different organizations in the United Arab Emirates (UAE). More specifically, the paper is intended to determine the motivation to apply Six Sigma, Voice of Customer, Key Performance Indicators (KPIs), Critical-to-Quality (CTQ), readiness factors, Critical Success Factors, sustainment measures, tools and techniques used, challenges/barriers and performance impact on the company. Design/methodology/approach An exploratory research methodology with multiple case study analyses was adopted to determine the answers to the research objectives. Four case studies from different service processes of four companies were analyzed. The case studies were collated from these companies via a case study protocol with pre-defined criteria. Findings The analysis shows that service operation improvement projects are primarily dependent on the voice of the internal customer, with return on investment in savings as the KPI of the process. Most organizations prefer cycle time and errors as the CTQs in the Six Sigma projects. Even novice users can effectively apply the Six Sigma methodology with external experts’ assistance, mentoring and interventions. Across the case studies, it is observed that the projects were successfully deployed due to the support of top management leadership, effective communication and cross-functional teams. Employee resistance to change is the common barrier observed during the case study analysis. Eventually, in all the four case studies, Six Sigma is executed with standard tools and techniques within the define, measure, analyze, improve, control (DMAIC) approach. Research limitations/implications The present study’s findings cannot be generalized due to the limited number of case study analyses in different ecosystems in the UAE. The authors would like to analyse and report more case studies in service quality improvement through the Six Sigma methodology to comprehend and develop a generic roadmap for the deployment of Six Sigma in the UAE service industry. Practical implications The study’s findings provide insights into commonalities and differences between the essential factors of Six Sigma deployment and sustainability in UAE companies. Originality/value The study results might help the policymakers and key decision makers in UAE and other countries understand the effectiveness of Six Sigma in service quality improvement with its essential factors for deployment.
六西格玛在阿联酋服务质量提升中的应用:多案例研究分析和经验教训
本文旨在揭示在阿拉伯联合酋长国(UAE)的四个不同组织中成功部署和维持服务质量的六西格玛的基本组成部分。更具体地说,本文旨在确定应用六西格玛、客户声音、关键绩效指标(kpi)、关键质量(CTQ)、准备因素、关键成功因素、维持措施、使用的工具和技术、挑战/障碍以及对公司绩效的影响的动机。设计/方法/方法采用探索性研究方法,通过多个案例研究分析来确定研究目标的答案。分析了四家公司不同服务流程的四个案例。案例研究是通过具有预定义标准的案例研究协议从这些公司中整理出来的。分析结果表明,服务运营改进项目主要依赖于内部客户的声音,并将节省的投资回报作为该过程的KPI。大多数组织更喜欢将周期时间和错误作为六西格玛项目中的ctq。即使是新手用户也可以在外部专家的帮助、指导和干预下有效地应用六西格玛方法。通过案例研究,可以观察到,由于最高管理层的领导、有效的沟通和跨职能团队的支持,项目得以成功部署。在案例研究分析中,员工对变革的抗拒是常见的障碍。最终,在所有四个案例研究中,六西格玛在定义、测量、分析、改进、控制(DMAIC)方法中使用标准工具和技术执行。研究的局限性/意义由于阿联酋不同生态系统的案例研究分析数量有限,本研究的结果不能一概而论。作者希望分析和报告更多通过六西格玛方法提高服务质量的案例研究,以理解和制定在阿联酋服务业部署六西格玛的通用路线图。实际意义本研究的发现提供了对阿联酋公司部署六西格玛和可持续性的基本因素之间的共性和差异的见解。研究结果可能有助于阿联酋和其他国家的政策制定者和关键决策者了解六西格玛在服务质量改进中的有效性及其部署的基本因素。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
International Journal of Lean Six Sigma
International Journal of Lean Six Sigma Engineering-Industrial and Manufacturing Engineering
CiteScore
8.90
自引率
15.00%
发文量
46
期刊介绍: Launched in 2010, International Journal of Lean Six Sigma publishes original, empirical and review papers, case studies and theoretical frameworks or models related to Lean and Six Sigma methodologies. High quality submissions are sought from academics, researchers, practitioners and leading management consultants from around the world. Research, case studies and examples can be cited from manufacturing, service and public sectors. This includes manufacturing, health, financial services, local government, education, professional services, IT Services, transport, etc.
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