Six Sigma, quality management systems and the development of organisational learning capability: Evidence from four business process outsourcing organisations in India
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 6 January 2012
Abstract
Purpose
This paper analyses the impact of Lean Six Sigma and a firm's quality management capabilities in developing its organisational learning capability (OLC), especially in the business process outsourcing (BPO) environment of a developing country.
Design/methodology/approach
Using a multiple case study incorporating embedded design, findings from four Indian BPO firms are analysed.
Findings
Findings confirm the critical and relatively unexplored role that firms' Lean Six Sigma and quality management capabilities play in developing OLCs.
Research limitations/implications
Owing to its qualitative case study design, findings from this study are not able to be generalised to the wider population, instead, the findings are generalised to relevant theory for future development.
Originality/value
The above relationship is examined in a novel research setting and the study also looks at which elements of Six Sigma and TQM content, if not well developed, hinder the development of OLCs.
Keywords
Citation
Malik, A. and Blumenfeld, S. (2012), "Six Sigma, quality management systems and the development of organisational learning capability: Evidence from four business process outsourcing organisations in India", International Journal of Quality & Reliability Management, Vol. 29 No. 1, pp. 71-91. https://doi.org/10.1108/02656711211190882
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited