Benchmarking Six Sigma implementation in services companies operating in an emerging economy

Paulo Augusto Cauchick Miguel · Marly Monteiro de Carvalho

26 citations0/0 files storedBenchmarking An International Journal

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Purpose – The paper reports case studies conducted in services organizations that apply Six Sigma in an emerging economy. Aspects of human resources and full-time specialist, infra-structure, top management leadership, customer requirements, focus on financial and non-financial results, structured method and strategic project selection are investigated. The paper aims to discuss these issues. Design/methodology/approach – Case-based research is employed as methodological approach. Data were mostly gathered through semi-structured interviews with managers involved with Six Sigma implementation. When available, archival data were also used to achieve more evidence towards triangulation. Then, the aggregation of the results was done a posteriori. Findings – It was verified that Six Sigma was successfully implemented in those companies, however with some drawbacks. The studied companies adopt Six Sigma in association with other quality management approaches, mainly ISO 9000: 2008 and lean production. Research limitations/implications – The study was limited to three service companies. Therefore, the study findings are not subject to generalisation for other similar firms. Practical implications – The research shows the importance of Six Sigma implementation in service companies in addition to its contribution to practical application by identifying the relevant aspects of its introduction. It enables practitioners to use the findings on factors that should be taken into consideration when applying Six Sigma. Originality/value – It is one of the few studies on Six Sigma analysis in emerging economies. In addition, the empirical results found support in existing theory to some extent.

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References

2008Qualitative Data Analysis 2002Case research in operations management 2002Six Sigma: a goal‐theoretic perspective 2007Six Sigma: Definition and underlying theory⋆2004Benefits, obstacles, and future of six sigma approach 2002Key ingredients for the effective implementation of Six Sigma program 2002Critical success factors for the successful implementation of six sigma projects in organisations 2008The evolving theory of quality management: The role of Six Sigma

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