Critical Success Factors for Successful Lean Six Sigma Implementation in the Service Organizations.

Abstract

Organisations have been applying Lean Six Sigma (LSS) to increase operational efficiencies. However, many of them face implementation challenges due to various hurdles, resulting in failures. This paper aims to assess Critical Success Factors (CSFs) for the successful LSS implementation in different service sectors in Jordan, covering health, education and hospitality sectors. This study also investigates whether the LSS CSF identified by the literature are equally valid and vital to Jordanian service sectors. Ten CSFs were selected as a priority for the LSS implementation for the service sector in Jordan. The tested CSF factors were selected based on the most notable literature on the topic. The study followed a quantitative methodology, in which a structured questionnaire was developed based on these factors. The study results have shown differences between the CSFs for implementing LSS in service institutions in Jordan compared with those mentioned in the previous literature. In our work, the "selection of the most talented employees" ranked first as the most successful factor contribution for the LSS implementation, while "Top management commitment and involvement" ranked second. The main managerial contribution is that the research results will help organisations decide on the top priority areas of CSFs for LSS implementation and shed light on service organisations priorities towards adopting the LSS approach to develop their business in Jordan and achieve competitiveness through LSS implementation. Moreover, this study could encourage other researchers to conduct studies about LSS in developing countries.