Lean Six Sigma Based Administration Municipal Services versus Current Ones: Measuring the Gap from Civil Servants Perspective

Abstract

The study compares the ideal municipal administrative services based on Lean Six Sigma with the current quality of administrative services provided by municipality, from the perspective of civil servants. Municipal civil servants have been interviewed and their responses have been analyzed. 12 Critical Success Factors (CSFs’) and 36 sub factors have been used for the realization of the research. Statistical methods: Descriptive, Sample t-test, Independent t-test and One Way Anova have been used for the analysis. This research measures the gap, provides statistics and conclusions of the civil servants estimation differences regarding municipal administrative services, civil servants compliance for the identified gap and offers recommendations for administration service improvement in the future.