Authors: P. Nonthaleerak, L.C. Hendry
Addresses: The Faculty of Accounting, Dhurakij Pundit University, Bangkok 10210, Thailand. ' Department of Management Science, Lancaster University Management School, Lancaster, Lancashire, LA1 4YX, UK
Abstract: This paper proposes a new Six Sigma project execution tool in the form of a comprehensive DMAIC roadmap, incorporating Lean thinking. Action research was carried out in a service process setting within two different business environments to implement the conceptual roadmap, leading to the validation of some features and the improvement of others. In addition, the action research enabled further study of Six Sigma implementation issues, including the impact of Thai cultural values. This paper concludes by discussing the managerial implications of the comparative study, in terms of a strategy for successful Six Sigma implementation.
Keywords: six sigma implementation; lean thinking; DMAIC roadmap; action research; service operations; cultural values; culture; Thailand.
International Journal of Services Technology and Management, 2007 Vol.8 No.6, pp.491 - 511
Available online: 04 Jun 2007 *Full-text access for editors Access for subscribers Purchase this article Comment on this article