Critical success factors for lean... - artigo - 2012 (original) (raw)

Abstract

Purpose -Many organisations are operating in a dynamic competitive environment and experiencing increasing competition. As a result organisations in the service sector are continually seeking opportunities to remove waste and improve performance. Six sigma has been embraced by the service sector and is receiving increasing attention within both academe and practice. The purpose of this paper is to evaluate lean six sigma from a middle managers' perspective. Design/methodology/approach -A mixed method approach was adopted involving a structured survey to 200 managers and semi-structured interviews with two of the management team. Findings -The paper highlights the importance of developing learning capabilities in the middle management team and the empowering of them. A greater role should be given to middle management in performance improvement and strategy formulation.

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