A Six Sigma approach for integrated solutions

Abstract

Purpose

The purpose of this paper is to develop a proposed Six Sigma approach for integrated solutions of goods and services.

Design/methodology/approach

This conceptual paper follows the principles of design research in developing a Six Sigma approach for integrated solutions. The approach is tested in practice in the context of a financial services company in the automotive industry.

Findings

The study demonstrates that the differential characteristics of service processes and manufacturing processes must be taken into account when developing a Six Sigma approach for integrated solutions. Evaluation of the proposed approach in cooperation with a financial services company reveals considerable benefits.

Research limitations/implications

The detailed description of the approach is limited to the “Define” phase of the Six Sigma program. Moreover, the proposed approach is tested in only one setting; its application in other settings should be an objective for future research.

Practical implications

The paper provides practitioners with a structured Six Sigma approach for integrated solutions.

Originality/value

The paper is the first to propose a Six Sigma approach for integrated solutions of goods and services.

Citation

Johannsen, F. and Leist, S. (2009), "A Six Sigma approach for integrated solutions", Managing Service Quality: An International Journal, Vol. 19 No. 5, pp. 558-580. https://doi.org/10.1108/09604520910984373