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A frontier in organizational and business process innovation in service management through lean six sigma Kaizen project implementation

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  • Daniel Dasig Jr

    (College of Computer Science, School of Continuing Professional Education, University of Makati, Makati, Philippines)

Abstract

The rudiments and repercussions of the transformative global economy have reshaped the Service Management industry and other developed economies. Business process innovation using Lean Six Sigma (LSS) methodology has long been considered to improve service quality, process efficiency, and organizational performance by deploying Kaizen projects. This paper presents the business process innovation using Define, Measure, Analyze, Improve and Control (DMAIC) methodology. The results show that the Kaizen Project positively impacted the company's productivity and support efficiency and exceeded Service Level Agreement (SLA). The researcher recommends that the organization should continuously embark on process improvement, document lessons learned, share best practices, and champion LSS projects in larger scale and support operational units in institutionalizing the same innovation. Further studies could be done on the basis of how one-time scheme process better the quality of the service or product by using other framework and process improvement methodology.

Suggested Citation

  • Daniel Dasig Jr, 2017. "A frontier in organizational and business process innovation in service management through lean six sigma Kaizen project implementation," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(6), pages 263-283.
    • Handle: RePEc:apb:jabsss:2017:p:263-283
    DOI: 10.20474/jabs-3.6.2
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    References listed on IDEAS

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    6. Mei-Pei Kuo1 & Yu-Min Chen, 2015. "A Study on the Relationships among Body Sensory Experience, Customer Satisfaction and Customer Loyalty-Beauty SPA Center as an Example," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 1(2), pages 61-67.
    7. Jiju Antony & Netasha Krishan & Donna Cullen & Maneesh Kumar, 2012. "Lean Six Sigma for higher education institutions (HEIs)," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 61(8), pages 940-948, October.
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    Cited by:

    1. Onanong Kaothan, 2018. "Organizational attractiveness and person job fit as the predictors of intention to stay of employees commercial bank," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 4(3), pages 156-164.
    2. Manuela Varsani, 2018. "Concept for Strategic Management and Innovation: Perspective of Balance Theory," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 4(3), pages 93-104.
    3. Yehezkiel Cahya Putra & Mokh Suef, 2018. "The Improvement of Overhaul Desalination Plant Pltgu Duration in Pt.Pjb up Gresik Using Approach of Lean-Six Sigma Method," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 3(5), pages 207-216.
    4. Salasiah Hanin Hamjah* & Izzah Nur Aida Zur Raffar & Rosmawati Mohamad Rasit & Zuliza Mohd Kusrin, 2019. "Adolescent’s Perception of Father’s Leadership Style in the Family," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(2), pages 284-290, 02-2019.
    5. Masithembe Kafile & Stanley Fore, 2018. "Effects of Procurement Processes on Project Execution in A Project Management Company in Cape Town, South Africa," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 4(4), pages 176-186.

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