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This article presents the results of a qualitative study of a Portuguese bank regarding customer use of Internet banking integrated in a multi‐channel offering that includes high street branches, telephone banking, and automatic teller machines. The results show that performance evaluation is a key factor influencing channel use. Customers tend to use the different service delivery systems in a complementary way, taking into account their assessment of the advantages and disadvantages of each one. Customer characteristics, and the type of financial operation, are also identified as important factors influencing this process. These results indicate that, in a multi‐channel context, customer satisfaction with Internet services depends not only on the performance of this channel in isolation, but also on how it contributes to satisfaction with the overall service offering.

Purpose – This chapter aims to provide an overview of public administration practices in Brazil for the last 200 years, highlighting its main characteristics and the relationship between state and society. The chapter begins with the arrival of the Portuguese Crown in Brazil in 1808 and describes the main events up to the end of the President Lula's period of government.

Design/Methodology/Approach – The ideas presented in this essay originate from a review of extant literature as well as from the testimony of the authors who have researched and participated as active actors in the process in the last 20 years.

Practical implications – A source of information for those studying the evolution of the Brazilian public administration. The essay presents several phases of how political ideology has influenced public services delivery, pinpointing the impact of patrimonialism, bureaucracy, and managerialism on the government's daily activities.

Originality/Value – This is an original chapter that discusses recent Brazilian political and administrative history in order to ascertain a comprehensive picture of the main events and achievements that have led to the current state of affairs. The chapter is a valuable source of reference for analysis of the different periods of public administration in Brazil.

This paper aims to investigate Lean Six Sigma (LSS) in the Brazilian context, seeking to identify its main characteristics and opportunities for future research.

This study focuses on a literature review in the area of production engineering and operations management, where 104 relevant scientific publications were identified.

The results show that the most important critical success factor for integrating LSS in Brazil is top management support and commitment. LSS integration occurs predominantly in large industrial companies, being incipient in small and medium-sized enterprises. In general, there is no structured way of applying LSS. A standard framework for LSS is still lacking.

This study is limited to a sample that only comprises Brazilian scientific studies.

Professionals and practitioners can understand the evolution of LSS through practical applications and the main LSS tools used in both the industrial and services sectors. It also points out the critical success factor for the implementation of LSS. The study highlights several roadmaps for LSS implementation adopted by large and modern Brazilian automotive industries based on a robust technological base. This study also contributes to expanding the evidence base of LSS application, both in Brazil and in other countries.

Some suggestions are proposed to clarify the structure and complexity of integrated implementation of LP and SS as well as expand the LSS application in small and medium-sized enterprises. This study is the first to discuss the current situation of LSS in Brazil and provide suggestions to expand LSS in the country. Comparisons of Brazilian LSS literature review with researches of others countries are also presented.