Purpose -The purpose of this paper is to identify upcoming challenges related to the implementation of Lean Six Sigma (LSS) principles and techniques. Particular emphasis is placed on the changes needed to ensure that LSS continues to support an organization's competitiveness. Design/methodology/approach -The methodology begins with a review of the projections of business experts as they relate to the practice of LSS. Then, the ASQ Six Sigma Body of Knowledge forms the basis of a reconciliation of these changes and the methods currently employed by LSS practitioners. Finally, four main modifications to standard LSS are proposed. Findings -In total, four implications to LSS practice are defined (rigorous value definition, vigorous accounting for risk, global workforce considerations, and international regulatory concerns); specifics are offered that explain how LSS practitioners need to respond. A construct is presented illustrating how the complexity of a LSS project will be affected by the four implications. Practical implications -Changes that supplement or replace LSS tools and techniques are suggested, including; a more robust methodology for value definition, expansion of the importance of risk assessment, appreciation for international regulations, and understanding how to motivate workers in various jobs, locations, and cultures. Coverage of manufacturing issues should not be sacrificed for the incorporation of these concepts. Originality/value -The construct developed can be effective in a number of ways, including assisting project teams with understanding the scale of the effort needed, the key skills necessary for project team members, and the selection among a number of candidate projects.
PurposeThe purpose of this paper is to analyze the evolution of total quality management (TQM) models, frameworks, and tools and techniques in higher education (HE) over the last thirty years from 1991 till 2020, based on a literature reviewDesign/methodology/approach30 articles from 52 journals were used to perform this detailed literature review. For the detailed analysis, the focus was only on articles related to TQM in higher education and specifically related to models, frameworks and tools and techniques. The study has investigated the growth of research articles, research streams, research methodologies, models and frameworks in the higher education sector and tools and techniques related to those.FindingsThis review addresses the progress and gaps in the application of TQM in HE, including the shift in global research in this area from the USA and Europe to Asia in recent years. The articles have been classified into four research methodologies and two research streams which have been reviewed in detail. The findings include reasons for multiple models/frameworks in HE proposed by researchers over the years and the importance of tools and techniques used in TQM implementation.Originality/valueThis study, which tries to bring a perspective to the main trends in TQM application to higher education wrt models, frameworks, tools and techniques over the last thirty years, is expected to add to the body of knowledge in this area and help future researchers to focus on the relevant areas identified in this paper.
A scheme is developed that clusters services based on outcome attributes deemed important by customers. The algorithm that determined clusters used empirical field research data from 164 different services. The services are modelled as binary vectors. They are analysed using a clustering method based on the Ward algorithm. The analysis reveals six distinct clusters by customer desiderata. Additionally, the medoid is a natural representative of each cluster. The clusters are quite distinct from previously considered groupings based on process characteristics, and offer new insights into their common features. Implications for service innovation, strategic planning, and staffing are discussed.
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