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The purpose of this paper is to determine whether one can infer the identities of specific business and management coursework topics that owner/managers of wineries want to have addressed by a wine industry‐specific educational institution by assessing upstream and downstream vertical integration strategies of their respective wineries.

Exploratory empirical research involves the gathering of relevant information by way of telephone interviews and using closed end questions. The theory of the resource‐based view (RBV) of the firm is the theoretical framework that was employed in developing relevant hypotheses.

The results demonstrate that one can predict the types of business and management courses that owner/managers of wineries want to have offered by assessing realized upstream and/or downstream vertical integration strategies of their respective wineries.

The research creates a bridge between research involving the RBV and the identification of needs of persons in various parts of the wine value chain. Such persons might either become involved in conceiving and/or rendering wine industry‐specific business and management instruction, or benefit by taking business coursework that has been established as relevant for them by this research.

Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock of the knowledge accumulated in what is now an emerging field of study and look for directions to take the application of six sigma further in services. This article aims to review six sigma application in services along five main themes. The article seeks to draw on these themes to reflect on the wider applicability of six sigma in services.

An analysis of relevant publications, citations and references was carried out using multiple databases. The impact of various key researches in this area is also discussed. The analysis then moves to discussing the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying six sigma in services.

The findings are based on analysis done both quantitatively and qualitatively. The quantitative analysis shows that articles on this topic are scattered in various types of publications and there is dominance of a few articles in terms of average citation rate. The qualitative analysis shows that application of six sigma in the service sector is concentrated in a few services. The articles provide parameters to be considered for successful implementation of six sigma and there is some unanimity among articles on these parameters. Overall the literature analysis on this topic shows that six sigma is slowly but surely finding structured and beneficial application in service industries.

The quantitative and qualitative literature analysis provides the knowledge on the five themes discussed in this article. The non‐availability of citations in well‐known databases like SCI Expanded and the inflated citations by probable self‐citations limit the proper interpretation of average citation rate. Further research can be done in expanding the knowledge base on the discussed themes in different types of service industries.

The article provides a theoretical framework consisting mainly of critical success factors, critical to quality characteristics, and key performance indicators as management guidelines to widen the application of six sigma in service industries.

This article contributes with a literature review, an analysis on the articles both quantitatively and qualitatively, and discusses how their contribution can be utilized for further research on this particular topic.

Since its introduction by Motorola in the 1980s, Six Sigma and its philosophy have found widespread application in many manufacturing and service industries. It is felt that there is a need to take stock of the spread of Six Sigma implementation in service organisations. The purpose of this paper is to investigate five main themes which have emerged from literature and to draw on those themes to reflect on wider applicability of Six Sigma in services.

The study involves two exploratory questionnaire surveys. The small‐scale survey is conducted in service organizations in Singapore. The large‐scale survey was web‐based and involved service organisations throughout the world. The objective is to explore and understand the issues highlighted by the service organisations during Six Sigma implementation.

The findings confirm the inclusion of critical success factors, critical‐to‐quality characteristics, and set of tools and techniques as observed from the literature. In the case of key performance indicators (KPIs), there are different interpretations about them in the literature and also by industry practitioners. Some literature explains KPIs as performance metrics whereas some feel they are key process input or output variables, which is similar to interpretations by practitioners of Six Sigma. The responses of “not relevant” and “unknown to us” as reasons for not implementing Six Sigma show the need for understanding specific requirements of service organizations.

The limited responses from the authors' surveys restrict the possibility of generalising the findings. Therefore, more extensive survey is required. The three‐phase approach with mixed method used in the overall study has been shown to be useful.

Although much theoretical description is available about Six Sigma, there has been limited rigorous academic research on it. This gap is far more pronounced about Six Sigma implementation in service organizations, where the theory is not yet mature. Identifying this need, the paper contributes, by empirical research through surveys, to understand the issues involving Six Sigma implementation in service organizations.

THE Reference Department of Paisley Central Library today occupies the room which was the original Public Library built in 1870 and opened to the public in April 1871. Since that date two extensions to the building have taken place. The first, in 1882, provided a separate room for both Reference and Lending libraries; the second, opened in 1938, provided a new Children's Department. Together with the original cost of the building, these extensions were entirely financed by Sir Peter Coats, James Coats of Auchendrane and Daniel Coats respectively. The people of Paisley indeed owe much to this one family, whose generosity was great. They not only provided the capital required but continued to donate many useful and often extremely valuable works of reference over the many years that followed. In 1975 Paisley Library was incorporated in the new Renfrew District library service.

The aim of this research is to explore the implementation of Six Sigma in service organisations. The focus of the investigation is on identifying critical success factors (CSFs), critical‐to quality (CTQ) characteristics, tools and techniques and key performance indicators (KPIs), and also to understand the issues emerging from the implementation process.

Exploratory empirical evidence is provided through four in‐depth case studies of organisations mainly in Singapore. They include a hospital, a public service organisation, a consultancy service and a hotel.

The major findings include an understanding about the suitability of Six Sigma implementation in service organisations. Management support and team member support emerged as primary success factors. The CTQs include time and cost, while use of soft tools instead of rigorous statistical tools are preferred by service organisations. At the project level, KPIs are understood more as CTQs. Additionally; various interesting practical difficulties emerged from the case studies.

A main limitation of this study is the small number of organisations studied and that are mainly from a single geographical location. Furthermore, the exploratory nature of the study demands rigorous in‐depth studies. The practical difficulties identified will have major implications for managers. The framework including the CSFs, CTQs, KPIs, and tools and techniques, will be a useful guide for both practitioners and academicians.

There are limited studies about Six Sigma implementation in service organisations. This paper provides a framework and a paradigm shift from viewing its implementation through a manufacturing lens.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

The purpose of the work presented in this paper is to capture the current state of Six Sigma as well as to document the current practices of Six Sigma through a systematic literature review so as to extend and update the previous work of Brady and Allen.

The approach to this paper is to answer the questions such as “what is Six Sigma?”, “what are the applications of the Six Sigma?”, “what are the main enablers and barriers to its application?” and “what are the emerging trends?” These questions are used to guide the search of papers from various publication databases even if it is expected that existing literature might not be sufficiently developed to translate each question directly into a finding. The literature is then analysed and the major emerging themes are presented.

Seven key findings (topics on which the views of the authors converged) and two issues (topics on which authors had differing views) have been established. These include the interpretation of Six Sigma, tools and techniques, implementation of Six Sigma, benefits, adoption, enablers and links to other disciplines.

The systematic literature review approach used in this paper allows emerging trends and issues in Six Sigma to be highlighted in a structured and thematic manner, enabling the future work to progress as Six Sigma continues to develop and evolve. The findings also open up new opportunities to apply Six Sigma in the fields that are not widely explored before for instance sustainability and product‐service systems.

Using the theory of sensibility and McClelland et al.’s (2013) metaphorical analysis, this study aims to analyse the accounting metaphors and meta-metaphor of The Hollow Men, a poem written by T. S. Eliot.

The analysis uses McClelland et al.’s (2013) five-step procedure to ascertain the poem’s metaphor use.

The Hollow Men depicts accountants as ritualistic and accounting voices as quiet and meaningless while its meta-metaphor conveys accounting as rites and shadows.

Although The Hollow Men’s use of Form 4 metaphors, where neither figurative nor literal source term is named, places an onus on the reader to infer meaning from accounting metaphor use, the analysis provides readers with a valuable structure for evincing accounting metaphors that present pervasive accounting issues facing the modern world.

Accountants, according to The Hollow Men, are hollow, devotees to plunderers and property and rain dancers. The Hollow Men situates the quest for accounting as a ritual for order and the preservation of the status quo.

The Hollow Men’s mages of accounting immersion in rites and shadows accord with the conceptual metaphors of accounting as magic and accounting as history.

The originality of this study rests in its introduction to McClelland et al.’s (2013) metaphorical analysis of accounting research.

Drawing on Putnam’s concept of social capital, this study aims to examine the oral life histories of women on management boards. It explores how the bridging and bonding forms of social capital are created and used to advance women’s careers to reach top management positions on corporate boards.

This study is both explorative and interpretive. A total of 30 semi-structured interviews were conducted with female board members of Polish companies to gain access to their life histories.

Women develop social capital to advance their careers. However, they mainly focus on bonding capital, which allows them to sustain relationships within their inner circle. Bridging capital, which extends relationships to advance women’s careers, is often overlooked if not neglected. It seems it is usually an external shock when women understand the importance of bridging capital.

This study provides a better insight into how bridging and bonding capital help and/or distract women from reaching top managerial positions. It has potential policy-making implications for promoting women to leadership positions. The study results can guide organizations in providing equal opportunities for employees.

This study builds on previous research regarding the accumulation of human and social capital by board members. It encourages academics and practitioners to critically consider the relationship between bonding and bridging capital and the promotion of women to top management positions. This study provides access to a field of Central and Eastern European countries.