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Article
Publication date: 3 April 2023

Shreeranga Bhat, Jiju Antony, Maher Maalouf, Gijo E.V. and Souraj Salah

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…

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Abstract

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.

Details

International Journal of Lean Six Sigma, vol. 14 no. 7
Type: Research Article
ISSN: 2040-4166

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Article
Publication date: 4 December 2024

Shatha Siefan, Jiju Antony, Ahmad Mayyas, Mohammed Omar, Anupama Prashar, Guilherme Tortorella, Monika Foster and Maher Maalouf

This study investigates the adoption and effects of operational excellence methodologies on sustainable performance within the sector, drawing insights from 18 global quality…

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Abstract

Purpose

This study investigates the adoption and effects of operational excellence methodologies on sustainable performance within the sector, drawing insights from 18 global quality management experts.

Design/methodology/approach

Utilizing a phenomenological approach alongside constant comparison, classical content and taxonomy analysis, qualitative data from semi-structured interviews are rigorously examined. The study examines the challenges and outcomes of implementing lean, six sigma and lean six sigma, particularly in the financial, social and environmental realms. By integrating academic research with real-world applications, this research identifies challenges and opportunities across diverse service industries, with the aim of informing best practices for practitioners.

Findings

The findings highlight a significant impact on financial outcomes, with lean six sigma implementations predominantly enhancing financial performance. However, perceptions differ regarding sustainability and the acknowledgment of such impact. In terms of social performance, opinions vary from consistently positive impact to a dual effect – both positive and negative. Regarding environmental impact, perspectives range from limited to significant positive outcomes. Additionally, quantitative analysis of operational measures underscores a noteworthy emphasis on financial performance, with a grand average of 4.23. Social performance marginally surpasses environmental performance, with averages of 3.01 and 2.95, respectively.

Originality/value

The critical role of the service sector in modern economies highlights the imperative for enhancing operational efficiency and sustainability. The findings highlight the importance of proactively integrating lean six sigma principles into the operational frameworks of service organizations to optimize both operational and sustainable performance.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 23 October 2023

Mariam Bader, Jiju Antony, Raja Jayaraman, Vikas Swarnakar, Ravindra S. Goonetilleke, Maher Maalouf, Jose Arturo Garza-Reyes and Kevin Linderman

The purpose of this study is to examine the critical failure factors (CFFs) linked to various types of process improvement (PI) projects such as Kaizen, Lean, Six Sigma, Lean Six…

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Abstract

Purpose

The purpose of this study is to examine the critical failure factors (CFFs) linked to various types of process improvement (PI) projects such as Kaizen, Lean, Six Sigma, Lean Six Sigma and Agile. Proposing a mitigation framework accordingly is also an aim of this study.

Design/methodology/approach

This research undertakes a systematic literature review of 49 papers that were relevant to the scope of the study and that were published in four prominent databases, including Google Scholar, Scopus, Web of Science and EBSCO.

Findings

Further analysis identifies 39 factors that contribute to the failure of PI projects. Among these factors, significant emphasis is placed on issues such as “resistance to cultural change,” “insufficient support from top management,” “inadequate training and education,” “poor communication” and “lack of resources,” as primary causes of PI project failures. To address and overcome the PI project failures, the authors propose a framework for failure mitigation based on change management models. The authors present future research directions that aim to enhance both the theoretical understanding and practical aspects of PI project failures.

Practical implications

Through this study, researchers and project managers can benefit from well-structured guidelines and invaluable insights that will help them identify and address potential failures, leading to successful implementation and sustainable improvements within organizations.

Originality/value

To the best of the author’s knowledge, this paper is the first study of its kind to examine the CFFs of five PI methodologies and introduces a novel approach derived from change management theory as a solution to minimize the risk associated with PI failure.

Details

International Journal of Lean Six Sigma, vol. 15 no. 3
Type: Research Article
ISSN: 2040-4166

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Article
Publication date: 4 August 2023

Fabiane Letícia Lizarelli, Ayon Chakraborty, Jiju Antony, Sandy Furterer, Maher Maalouf and Matheus Borges Carneiro

Lean implementation has become popular over the past three decades in the industry and is becoming more prevalent in, service organizations. The objective of this study is to…

346

Abstract

Purpose

Lean implementation has become popular over the past three decades in the industry and is becoming more prevalent in, service organizations. The objective of this study is to evaluate the impact of social and technical Lean practices on sustainable performance (i.e. economic, environmental and social) in service organizations.

Design/methodology/approach

The methodology includes the analysis of global results obtained from 139 managers from the service sector.

Findings

The results demonstrate that Lean practices have a positive effect on the three perspectives of sustainable performance, regardless of the company size and duration of Lean implementation. Furthermore, both social and technical Lean practices have a similar impact on environmental and economic performance, but their impact on social performance differs, since social Lean practices have a stronger impact on social performance.

Practical implications

This study has a significant contribution to Lean practitioners in service sectors, as it demonstrates that efforts to apply Lean practices can benefit economic results as well as environmental and social performance.

Originality/value

Majority of existing studies focused on the isolated impact of Lean on one of the triple bottom line performance aspects and with a scarcity of studies within the context of services. The intersection of these three strategic areas – Lean, sustainability and services – has not been extensively addressed. There is also a lack of studies that observe sustainability in environmental, social and economic performance, mainly in the service sector.

Details

International Journal of Quality & Reliability Management, vol. 41 no. 3
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 21 June 2023

Jiju Antony, Michael Sony, Jose Arturo Garza-Reyes, Olivia McDermott, Guilherme Tortorella, Raja Jayaraman, Rahul Srinivas Sucharitha, Wilem Salentijin and Maher Maalouf

Entering a new era of digital transformation, Industry 4.0 (I 4.0) promises to revolutionize the way business has been done, providing unprecedented opportunities and challenges…

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Abstract

Purpose

Entering a new era of digital transformation, Industry 4.0 (I 4.0) promises to revolutionize the way business has been done, providing unprecedented opportunities and challenges. This study aims to investigate empirically and comparatively analyse the benefits, challenges and critical success factors (CSFs) of Industry 4.0 across four continents and developing and developed economies.

Design/methodology/approach

This study used an online survey to explore the benefits, challenges and CSFs of developed and developing economies. In order to ensure the validity of the survey, a pilot test was conducted with 10 respondents. A total of 149 participants with senior managerial, vice-presidential and directorial positions from developed and developing economies spanning four continents were invited to take part in the survey.

Findings

The study ranks benefits, challenges and CSFs across economies and continents. Further, the benefit of Industry 4.0 helping to achieve organizational efficiency and agility differed across the developing and developed economies. Furthermore, the benefit improves customer satisfaction significantly differed across continents; in terms of challenges, Employee resistance to change had a higher proportion in developing economies. The future viability of I 4.0 also differed across the continents. Regarding CSFs, there was no difference across the developing and developed economies. Finally, change management and project management vary across the continents.

Research limitations/implications

This study contributes to a balanced understanding of I 4.0 by providing empirical evidence for comparative analysis. Moreover, it extends the concept of resource dependence theory to explain how organizations in developing economies and developed economies deploy resources to manage external condition uncertainties to implement I 4.0. Furthermore, this study provides a structural framework to understand the specific benefits, challenges and CSFs of implementing I 4.0, which can be utilized by policymakers to promote I 4.0 in their economies or continents.

Originality/value

To the best of the authors’ knowledge, no studies have empirically demonstrated the comparative analysis of benefits, challenges and CSFs across economies and continents and distinguish an original contribution of this work.

Details

Journal of Manufacturing Technology Management, vol. 34 no. 7
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 15 March 2022

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

The hotel industry is one of the primary sectors contributing to every country's economy by promoting and reinforcing tourism. The pandemic situation across the globe is forcing…

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Abstract

Purpose

The hotel industry is one of the primary sectors contributing to every country's economy by promoting and reinforcing tourism. The pandemic situation across the globe is forcing the hospitality industry to adopt a suitable operational excellence (OPEX) methodology and its associated tools to deliver quality service at an affordable cost. However, there is limited evidence of applying one of the prominent OPEX methodologies, such as Six Sigma (SS), to enhance the hospitality industry's productivity and performance. Thus, the purpose of the study is to explore the application of the SS methodology to reduce the cycle time of a pantry workstation in a United Arab Emirates (UAE) hotel sector.

Design/methodology/approach

The research adopted a case study approach using DMAIC (define-measure-analyse-improve-control) phases to improve the performance of the minibar updating process attached to the hotel rooms. In addition, the study effectively used several tools, including normality tests, control charts, capability analysis, cause and effect diagram, failure mode effects analysis (FMEA), value stream mapping (VSM) and GEMBA, to validate the root causes and draw robust inferences.

Findings

The average cycle time and standard deviation of the pantry process were drastically reduced. Further, the analysis showed that the process capability index was substantially improved. Consequently, a notable improvement in the process performance was witnessed, which has resulted in a profit of $50,000 per annum in the hotel.

Practical implications

The article provides a structured and disciplined approach of SS in a hotel which can be used as a benchmarking document by the academicians, practitioners and policymakers for OPEX within the hospitality industry. Further, it paves the way to develop a road map for applying SS in the hospitality sector.

Originality/value

As per the authors' knowledge, to date, no case study has been reported in top tier refereed journals regarding the application of SS in the hotel sector. Thus, the current case study bridges this gap and reiterates that SS can be effectively used with meticulous planning and deployment in the hospitality industry.

Details

The TQM Journal, vol. 35 no. 2
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 25 January 2024

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

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Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

This paper identified that there are several factors that can lead to the failure of process improvement initiatives. Many of these surround how the improvements are implemented.

Originality/value

The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Details

Strategic Direction, vol. 40 no. 2
Type: Research Article
ISSN: 0258-0543

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Article
Publication date: 5 June 2024

Rana Salman Anwar

The goal of this study was to understand the relationships between mentoring roles, career calling, and the transmission of tacit knowledge in the setting of executive development…

98

Abstract

Purpose

The goal of this study was to understand the relationships between mentoring roles, career calling, and the transmission of tacit knowledge in the setting of executive development centers. The purpose of this research was to determine if there is a link between mentoring roles and the transmission of tacit knowledge and, if so, to what extent mentoring structure and culture moderate this link.

Design/methodology/approach

The study used a quantitative strategy based on partial least squares structural equation modeling (PLS-SEM) to examine information gathered from 287 workers at four executive development centers. Mentoring roles, vocational calling, and the transmission of tacit knowledge were quantified using scales derived from existing research.

Findings

Results showed a beneficial association between mentoring roles and vocational interest. Tacit knowledge was more likely to be shared when it was directly related to one’s chosen profession. A person’s vocation mediated the connection between mentoring roles and the transmission of tacit knowledge. Furthermore, the form of mentoring moderated the relationship of mentoring roles and the transfer of tacit knowledge.

Originality/value

This study is novel because it investigates the interplay between mentoring roles, vocational vocation, and the transmission of tacit knowledge in a non-traditional business setting. This research emphasizes the mediating impact of vocation and the moderating effect of mentorship structure in influencing knowledge-sharing practices in Pakistan’s public sector.

Details

International Journal of Mentoring and Coaching in Education, vol. 13 no. 4
Type: Research Article
ISSN: 2046-6854

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Article
Publication date: 21 February 2024

Atul Kumar Sahu, Mahak Sharma, Rakesh Raut, Vidyadhar V. Gedam, Nishant Agrawal and Pragati Priyadarshinee

The study examined a wide range of proactive supply chain practices to demonstrate a cross-linkage among them and to understand their effects on both practitioners of previous…

550

Abstract

Purpose

The study examined a wide range of proactive supply chain practices to demonstrate a cross-linkage among them and to understand their effects on both practitioners of previous decision-making models, frameworks, strategies and policies. Here, six supply chain practices are empirically evaluated based on 28 constructs to investigate a comprehensive model and confirm the connections for achieving performance and competence. The study presents a conceptual model and examines the influence of many crucial factors, i.e. supply chain collaboration, knowledge, information sharing, green human resources (GHR) management and lean-green (LG) practices on supply chain performance.

Design/methodology/approach

Structural equation modeling (SEM) examines the conceptual model and allied relationship. A sample of 175 respondents' data was collected to test the hypothesized relations. A resource based view (RBV) was adopted, and the questionnaires-based survey was conducted on the Indian supply chain professionals to explore the effect of LG and green human resource management (GHRM) practices on supply chain performance.

Findings

The study presented five constructs for supply chain capabilities (SCCA), five constructs for supply chain collaboration and integration (SCIN), four constructs for supply chain knowledge and information sharing (SCKI), five constructs for GHR, five constructs for LG practices (LGPR) and four constructs for lean-green SCM (LG-SCM) firm performance to be utilized for validation by the specific industry, company size and operational boundaries for attaining sustainability. The outcome emphasizes that SCCA positively influence GHRM, LG practices and LG supply chain firm performance. However, LG practices do not influence LG-SCM firm performance, particularly in India.

Originality/value

The study exploited multiple practices in a conceptual model to provide a widespread understanding of decision-making to assist in developing a holistic approach based on different practices for attaining organizational sustainability. The study stimulates the cross-pollination of ideas between many supply chain practices to better understand SCCA, SCIN, SCKI, GHRM and LG-SCM under a single roof for retaining organization performance.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

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