Purpose – This paper reports the results of a pilot study on the implementation of Lean Six Sigma (LSS) in East African service and manufacturing organizations. The purpose of this paper is to determine the critical success factors for implementation of such a strategy as well as any barriers....

Purpose: This paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence methodologies in the era of COVID-19.” Design/methodology/approach: A qualitative interview approach was...

Purpose: COVID-19 has changed life as we know. Data are scarce and necessary for making decisions on fighting COVID-19. The purpose of this paper is to apply Six Sigma techniques on the current COVID-19 pandemic to distinguish between special cause and common cause variation. In the DMAIC...

Purpose – The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the client organisation. Design/methodology/approach – The approach was to use an online survey of mystery...

Purpose The motivation and aim of this paper is to collect and systematically present useful information from any published material that describes real life cases of Quality Management Systems (QMSs) and quality assurance techniques that have been applied in Greek service companies. The...

Purpose The purpose of this paper is to investigate how organisations from the Western part of the world, can combine the issue of handling cultural challenges along with seeking to optimise internal processes through lean management, efficiently when operating in Southeast Asia....

Purpose Building on previous work (Cano and Moyes, 2013; Douglas and Moyes, 2013; Moyes, 2012) this study further develops the proposition that word-of-mouth and customer retention are enhanced through the ‘3 Rs’ of service quality; viz. reliability, responsiveness and recovery. Work to date in this...

Purpose Purpose: Discuss a methodology to evaluate the component level contributions for individual attributes of service quality at Indian Railway Stations. This can be used towards prioritizing the railway station facilities for their improvements that will lead to higher passenger...