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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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