Benchmarking Six Sigma implementation in services companies operating in an emerging economy
Abstract
Purpose
The paper reports case studies conducted in services organizations that apply Six Sigma in an emerging economy. Aspects of human resources and full-time specialist, infra-structure, top management leadership, customer requirements, focus on financial and non-financial results, structured method and strategic project selection are investigated. The paper aims to discuss these issues.
Design/methodology/approach
Case-based research is employed as methodological approach. Data were mostly gathered through semi-structured interviews with managers involved with Six Sigma implementation. When available, archival data were also used to achieve more evidence towards triangulation. Then, the aggregation of the results was done a posteriori.
Findings
It was verified that Six Sigma was successfully implemented in those companies, however with some drawbacks. The studied companies adopt Six Sigma in association with other quality management approaches, mainly ISO 9000: 2008 and lean production.
Research limitations/implications
The study was limited to three service companies. Therefore, the study findings are not subject to generalisation for other similar firms.
Practical implications
The research shows the importance of Six Sigma implementation in service companies in addition to its contribution to practical application by identifying the relevant aspects of its introduction. It enables practitioners to use the findings on factors that should be taken into consideration when applying Six Sigma.
Originality/value
It is one of the few studies on Six Sigma analysis in emerging economies. In addition, the empirical results found support in existing theory to some extent.
Keywords
Acknowledgements
The authors of this article first thank the companies that made this study possible. However, any analysis is the responsibility of the authors and, thus, it does not represent the position of the companies. The authors also appreciate the assistance of graduate and undergraduate research students who have worked in this research project as well as the Brazilian research agencies CNPq and CAPES for financial support. Finally, the authors acknowledge the reviewers for their comments to improve the paper.
Citation
Augusto Cauchick Miguel, P. and Monteiro de Carvalho, M. (2014), "Benchmarking Six Sigma implementation in services companies operating in an emerging economy", Benchmarking: An International Journal, Vol. 21 No. 1, pp. 62-76. https://doi.org/10.1108/BIJ-03-2012-0014
Publisher
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited