Integrated Lean Six-Sigma 4.0 operational excellence: a fuzzy social networks hybrid MCDM model to assess tourism organisations’ resilience

Abstract

Purpose The purpose of this study is to evaluate how Lean Six Sigma (LSS) 4.0 integration strategies can be effectively integrated with operational excellence within the African tourism industry to improve the organization’s resilience. A service organization’s ability to integrate LSS 4.0 strategies with operational excellence must be assessed based on the assessment criteria used to determine whether LSS 4.0 integration strategies are effective in enhancing resilience. Design/methodology/approach Research clusters were identified using heuristics for LSS, Industry 4.0 (I 4.0), Operation Excellence (OPEX) and Service Resilience (SR). A systematic review-based social network-based review (SNA-BR) examines how integrating LSS and I4.0 with OPEX impacts service organizations’ resilience in tourism and hospitality service organizations in three African countries: Egypt, Tunisia and Morocco. Findings Based on the criteria applied in this study to evaluate LSS4.0 integration with OPEX services, Morocco has a clear advantage over Tunisia and Egypt. With LSS 4.0, Morocco’s tourism industry enhances service and operational efficiency. LSS 4.0 supports Egypt’s tourism industry. Despite Tunisia and Egypt’s efforts, integration has not improved significantly. AI and technology are used in LSS 4.0. Morocco develops a real-time decision system. Research limitations/implications Limitations have been raised focused on leveraging to improve tourism and revenue employment. Practical implications There is an awareness of critical success factors for tourism and hospitality organizations, as well as modifications to the LSS.4 integration criteria with the tourism and hospitality industry. It is necessary to decide what adjustments should be made in the integration strategies and training program of LSS 4.0 to increase the resilience of services and improve the organization’s performance. Social implications As operational excellence leaders, it has become increasingly vital that they engage with the digital leadership community and determine whether branding the LSS LSS.4 integration criteria will contribute to the ultimate success of the implementation. Originality/value This study aims to provide a set of assessment criteria for evaluating LSS 4.0 integration in tourism and hospitality organizations in Africa to expose African tourism SR, which has previously been ignored. Considering the integration of LSS 4.0 strategies with Operational Excellence, this study offers an evaluation of LSS 4.0 integration. In this study, we examine how social relationships influence trust in a community. To accurately represent fundamental trust dynamics, a multidimensional trust propagation model is required. A hybrid fuzzy operator named intuitive fuzzy (IF) hybrid average and geometric is introduced in this study as a novel way to tackle the instability caused by the IF hybrid average operator and the IF hybrid geometric operator when weights and evaluation attitudes differ significantly.

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