Title: Analysis of the implementation of the LSS approach in Moroccan services: benefits, tools, difficulties, critical success factors

Authors: Siham Alami-Chentoufi; Abdelali En-Nadi

Addresses: Laboratory of Industrial Techniques, Faculty of Sciences and Techniques, Sidi Mohamed Ben Abdellah University, Fez, Morocco ' Laboratory of Industrial Techniques, Faculty of Sciences and Techniques, Sidi Mohamed Ben Abdellah University, Fez, Morocco

Abstract: The aim of this study is to assess the level of implementation of the Lean Six Sigma approach to optimise the performance of services in Morocco. To achieve our study objective, we analysed previous studies from a systematic literature review, and validated by Moroccan experts in the service sector. In addition, a questionnaire survey was conducted among 61 different services in Morocco. After collecting all the answers, we statistically analysed them to make them useful to researchers and practitioners of the LSS approach involved in performance optimisation, since no research has been carried out on the progress of the adoption of this approach within the Moroccan services. The results of this study reveal that the LSS approach is not yet implemented by all Moroccan services to improve performance, 65% of respondents have not yet tried to apply this method in their service.

Keywords: Lean Six Sigma; service; Morocco; obstacles; critical success factors; CSFs; benefits; tools.

DOI: 10.1504/IJSOM.2026.152587

International Journal of Services and Operations Management, 2026 Vol.53 No.3, pp.400 - 416

Received: 14 Nov 2023
Accepted: 27 Nov 2023
Published online: 30 Mar 2026 *

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