Application of Six Sigma methodology to enhance the productivity and performance of a hotel in the UAE

Ramadan, Mariam; Dhaheri, Maha Khalifa Al; Maalouf, Maher; Antony, Jiju; Bhat, Shreeranga; Gijo, E.V.

doi:10.1108/tqm-11-2021-0325

Cited by 8 publications

(14 citation statements)

References 53 publications

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“…This study has adopted the lean six sigma methodology which entails the structured application of the internationally recognized DMAIC roadmap (Ramadan, 2022;iSixSigma-Editorial). The aspects reviewed and tools utilized in executing the study are detailed as follows.…”

Section: Methodsmentioning

confidence: 99%

Process Optimization of Engineering Work Request in an Offshore Environment

2023

EPPM-Journal

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The survival of multinational corporations today and in the future is premised on their competitive edge in effectively deploying modern optimization tools in providing utility and services to clients. This research studies the applications of process optimization in the valve procurement life cycle of the engineering unit of an offshore corporation. A forensic audit into the operations of this multi-disciplinary corporation with varied processes targeted at achieving optimization goals reveals cases of inefficiencies in personnel utilization and cost management. These show up in duplication of personnel effort and inefficient cost burdens. Employing the excellent tools within the lean six sigma framework, analysis of the manufacturers and cost combinations were carried out on 9,145 valves procured between January 2017 and January 2020. The results indicate huge cost variations of over 50% of valve mean price of similar valve types and sizes with resulting loss of cost-saving opportunities for the period under consideration. Process inefficiencies were established, such as unnecessary duplication of the process step of contacting the valve original manufacturer for a quote, inadequate rigour in price negotiation, and unnecessary features requested during valve specification. The outcome of this study corrects these inefficiencies, improves opportunities, and makes recommendations such as the need for all manufacturer engagements to be multi-party that involves the end-user, supply chain group, and approvers to eliminate rework and checkmate opportunities for racketeering. These establish cost-effectiveness and resource efficiency in the system.

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Section: Methodsmentioning

confidence: 99%

Process Optimization of Engineering Work Request in an Offshore Environment

2023

EPPM-Journal

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“…This success drew the attention of General Electric’s (GE) CEO, Jack Welch, who implemented and promoted the methodology inside GE and popularized it outside of GE in the 1990s (Henderson and Evans, 2000). Even though SS was initially adopted in the manufacturing sector, its applications in the service sector are increasing significantly in health care, banking, call centres and, more recently, education and hospitality (Chakraborty and Chuan, 2013; Noronha et al , 2021; Antony et al , 2018; Antony, 2021; Ramadan et al , 2022). In the case of health-care applications, Peimbert-García (2019) found that the USA has one-third of all SS publications.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In this direction, the UAE promotes service quality improvement across the industry to leverage its competitive advantage. Most of the sectors in the UAE are striving to enhance and sustain the service quality in the manufacturing and service sector through operational excellence (OPEX) strategies (Ramadan et al , 2022; Al-Aomar and Hussain, 2019).…”

Section: Introductionmentioning

confidence: 99%

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

Bhat

Antony

Maalouf

et al. 2023

IJLSS

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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.

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“…The 7 QC tools can be considered the flagship contribution of Ishikawa, including check sheets, scatter diagrams, histograms, Pareto analysis, cause and effect diagrams, stratification and control charts (Antony et al, 2021a). Even though these tools are developed to enhance the quality of the production processes in a manufacturing environment, these are used effectively in healthcare settings (Carvalho et al, 2021), hospitality (Ramadan et al, 2022) and other service industries (He et al, 1996;Bamford and Greatbanks, 2005). Today, higher education institutions (HEIs) are considered to be one of the prominent service industries contributing to the economic growth of any country.…”

Section: Introductionmentioning

confidence: 99%

“…Even though these tools are developed to enhance the quality of the production processes in a manufacturing environment, these are used effectively in healthcare settings (Carvalho et al. , 2021), hospitality (Ramadan et al. , 2022) and other service industries (He et al.…”

Section: Introductionmentioning

confidence: 99%

An empirical study into the use of 7 quality control tools in higher education institutions (HEIs)

Mathur

Antony

McDermott

et al. 2022

TQM

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PurposeThe main purpose of this study is to revisit Ishikawa's statement: “95% of problems in processes can be accomplished using the original 7 Quality Control (QC) tools”. The paper critically investigates the validity of this statement in higher education institutions (HEIs). It involves analysis of the usage of the 7 QC tools and identifying the barriers, benefits, challenges and critical success factors (CSFs) for the application of the 7 QC tools in a HEI setting.Design/methodology/approachAn online survey instrument was developed, and as this is a global study, survey participants were contacted via social networks such as LinkedIn. Target respondents were HEIs educators or professionals who are knowledgeable about the 7 QC tools promulgated by Dr Ishikawa. Professionals who work in administrative sectors, such as libraries, information technology and human resources were included in the study. A number of academics who teach the 7 basic tools of QC were also included in the study. The survey link was sent to over 200 educators and professionals and 76 complete responses were obtained.FindingsThe primary finding of this study shows that the diffusion of seven QC tools is not widespread in the context of HEIs. Less than 8% of the respondents believe that more than 90% of process problems can be solved by applying the 7 QC tools. These numbers show that modern-quality problems may need more than the 7 basic QC basic tools and there may be a need to revisit the role and contribution of these tools to solve problems in the higher education sector. Tools such as Pareto chart and cause and effect diagram have been widely used in the context of HEIs. The most important barriers highlighted are related to the lack of knowledge about the benefits and about how and when to apply these tools. Among the challenges are the “lack of knowledge of the tools and their applications” and “lack of training in the use of the tools”. The main benefits mentioned by the respondents were “the identification of areas for improvement, problem definition, measurement, and analysis”. According to this study, the most important factors critical for the success of the initiative were “management support”, “widespread training” and “having a continuous improvement program in place”.Research limitations/implicationsThe exploratory study provides an initial understanding about the 7 QC tools application in HEIs, and their benefits, challenges and critical success factors, which can act as guidelines for implementation in HEIs. Surveys alone cannot provide deeper insights into the status of the application of 7 QC tools in HEIs, and therefore qualitative studies in the form of semi-structured interviews should be carried out in the future.Originality/valueThis article contributes with an exploratory empirical study on the extent of the use of 7 QC tools in the university processes. The authors claim that this is the first empirical study looking into the use of the 7 QC tools in the university sector.

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Application of Six Sigma methodology to enhance the productivity and performance of a hotel in the UAE

Cited by 8 publications

References 53 publications

Process Optimization of Engineering Work Request in an Offshore Environment

Process Optimization of Engineering Work Request in an Offshore Environment

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

An empirical study into the use of 7 quality control tools in higher education institutions (HEIs)

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