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An Empirical Study on Employee Perceptions on Lean Six Sigma Programmes in the Services Organisations in Ireland

Ramapatna N, Nagaraja (2015) An Empirical Study on Employee Perceptions on Lean Six Sigma Programmes in the Services Organisations in Ireland. Masters thesis, Dublin, National College of Ireland.

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Lean Six Sigma (LSS) is a business process improvement methodology that aims to increase operational efficiency by improving quality, speed, customer satisfaction and costs (Antony and Laureani, 2012). The main objective of this research was to explore the employee perceptions on LSS initiatives in the services organisations in Ireland. This research gathered information from published literature on LSS to design a survey questionnaire with a scope to investigate employee perceptions on LSS: performance; benefits; factors that affect success and sustainability; and top 10 CSFs. The web based self-report survey questionnaire was sent to 113 employees from two companies in the services sector, who were or have been using LSS, and the response rate was 73%.

Descriptive and statistical testing was conducted in IBM SPSS to analyse the survey data and to compare the employee perceptions between the two companies. Results indicate significant differences between the two companies in the areas of LSS performance and LSS success and sustainability factors. Employees of company1 viewed LSS initiatives as generally successful and sustainable whereas, employees of company2 viewed them as generally unsuccessful and unsustainable. Views of both company employees on LSS benefits were more or less aligned except realisation of cost reduction. A number of key enabling factors for LSS success were found to be lacking in company2 which explained why LSS initiatives were deemed unsuccessful and not sustained. Both company employees ranked: senior management commitment, involvement & support; clear vision & long term strategy; organisation culture; and LSS awareness & training as the top 4 CSFs.

The findings from this research are relevant to the sample population and cannot be generalised to the entire company or the services sector. This study is the first empirical study attempting to assess employee perceptions on LSS initiatives in services organisations and contributes to the existing literature on LSS.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Employee Engagement
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Service Industry
Divisions: School of Business > Master of Business Administration
Depositing User: Caoimhe Ní Mhaicín
Date Deposited: 13 Oct 2015 13:59
Last Modified: 13 Oct 2015 13:59

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