Lean Six Sigma in a service context

摘要: Purpose – The purpose of this paper is to investigate issues related the application Lean Six Sigma (L6σ) in a service industry. By adopting case‐study approach analytically explores critical success factors that affect L6σ implementation.Design/methodology/approach study adopts qualitative attempting explore nature context. In particular, two case studies from telecommunications industry have been selected. Secondary data were collected through an analysis companies' documents, written procedures and quality assurance policies. Moreover, primary number interviews with managers experts.Findings There are particular influence implementation organizations, can be distinguished facilitators like Top Management Involvement & Support, Quality‐driven Organizational Culture, Training, Down Bottom Up Project Selection, Customer...