Lean Six Sigma in policing services: case examples, lessons learnt and directions for future research

Antony, Jiju; Rodgers, Bryan; Cudney, Elizabeth A.

doi:10.1080/14783363.2017.1327319

Cited by 47 publications

(86 citation statements)

References 26 publications

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“…With Lean finding widespread application outside the manufacturing sector recent studies would seem to indicate that the service sector has become the new frontier for Lean deployment (Hadid and Mansouri, 2014;Antony et al, 2017). The Lean services literature is in consequence growing and evolving, moving from the exploration of the fit of Lean methodologies within service work to studies of its implementation in various service environments (Suárez-Barraza et al, 2012;Gupta et al, 2016).…”

Section: Lean and The Service Sectormentioning

confidence: 99%

Lean implementation in a service factory: views from the front-line

Smith

Paton

MacBryde

2017

Production Planning & Control

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The deployment of Lean methods in service work is increasingly viewed as a legitimate response to the growing requirement for more efficient front-line service delivery. However, research investigating Lean implementations is reporting mixed results with process efficiency gains frequently marginalised by losses in employee satisfaction and customer focus. It has been suggested that these sub-optimal outcomes are the result of partial adoptions of Lean where the emphasis is placed on process efficiency with employee and customer outcomes neglected. Using an Action Research approach this paper investigates the outcomes of a Lean implementation within a UK call centre. The Action Research methodology used ensured that a holistic rather than a partial implementation of Lean was achieved and this research finds that Lean when implemented properly can lead to improved process efficiency, a better customer experience and increased employee satisfaction. It suggests that to achieve these optimum outcomes Lean implementations must as a priority be focused on creating customer satisfaction and be customised to fit with particular contingencies in the organisational context such as the nature of the interface between the front-line worker and the customer.

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Section: Lean and The Service Sectormentioning

confidence: 99%

Lean implementation in a service factory: views from the front-line

Smith

Paton

MacBryde

2017

Production Planning & Control

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“…To be specific, it was proven in previous studies and various empirical papers and case studies that these methods are effective in the fields of information technology, education, hospitality, tourism, aviation, banking, healthcare, etc. However, limited and immature applications in the aforementioned fields still persist (Al-Aoma et al, 2017; Alsyouf et al, 2018; Small et al, 2017), particularly in policing services (Antony et al, 2019; Doss, 2014; Patyal and Maddulety, 2015). Furthermore, Antony et al (2019) reported that the lack of exploration in the application of Six Sigma and Kaizen in policing services dates back many years.…”

Section: Introductionmentioning

confidence: 99%

“…However, limited and immature applications in the aforementioned fields still persist (Al-Aoma et al, 2017; Alsyouf et al, 2018; Small et al, 2017), particularly in policing services (Antony et al, 2019; Doss, 2014; Patyal and Maddulety, 2015). Furthermore, Antony et al (2019) reported that the lack of exploration in the application of Six Sigma and Kaizen in policing services dates back many years. Although several studies indicated that these approaches and their benefits have been applied in policing (Antony et al, 2019; Barton, 2013), this implementation has only been performed by a few police agencies.…”

Section: Introductionmentioning

confidence: 99%

“…Furthermore, Antony et al (2019) reported that the lack of exploration in the application of Six Sigma and Kaizen in policing services dates back many years. Although several studies indicated that these approaches and their benefits have been applied in policing (Antony et al, 2019; Barton, 2013), this implementation has only been performed by a few police agencies. Therefore, scholars have recently identified this matter as an important research area (Antony et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…Although several studies indicated that these approaches and their benefits have been applied in policing (Antony et al, 2019; Barton, 2013), this implementation has only been performed by a few police agencies. Therefore, scholars have recently identified this matter as an important research area (Antony et al, 2019). In line with this thinking, this article presents a case example to highlight the applicability of Six Sigma and Kaizen in policing services towards the development of a quality excellence culture.…”

Section: Introductionmentioning

confidence: 99%

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Case example of the use of Six Sigma and Kaizen projects in policing services

Alosani¹

2020

Teaching Public Administration

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This paper aims to elaborate on the use of Six Sigma and Kaizen in policing services. Two case examples are discussed, followed by a review of the key implications obtained from the projects. In optimising the quality of policing services to the community, the police agencies in the UAE are faced with numerous challenges. This paper aims to provide further evidence of the use and applicability of Six Sigma and Kaizen in the policing field and to propose the direction for future studies. Based on the study results, it is proposed that the methodologies from Six Sigma and Kaizen are adopted in policing services to achieve an improvement in all aspects of their environment, including the process of service delivery, service effectiveness and efficiency, and the reduction of operational costs. This study is considered one of the few that have reported the use and benefits of these methods in policing services. Specifically, the findings have provided implications to the general arguments on the effectiveness of Six Sigma and Kaizen and their applicability in police agencies under the public sector, leading to further contributions which fill the research gap. Moreover, this study offers significant value for practitioners and managers in the organisations under the public sector to exert continuous improvement in the provision of services or products and organisational performance.

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Lean Six Sigma in Knowledge Work: A Case Study from Policing and Prosecution Services

Santhiapillai

Ratnayake

2021

Advances in Production Management Systems. Artificial Intelligence for Sustainable and Resilient Production Systems

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Lean Six Sigma in policing services: case examples, lessons learnt and directions for future research

Cited by 47 publications

References 26 publications

Lean implementation in a service factory: views from the front-line

Lean implementation in a service factory: views from the front-line

Case example of the use of Six Sigma and Kaizen projects in policing services

Lean Six Sigma in Knowledge Work: A Case Study from Policing and Prosecution Services

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