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The intent of this work is to state the implied assumptions that define the setting for using a Lean Six Sigma (LSS) business strategy to conduct successful improvement projects.

The execution of define, measure, analyze, improve, and control (DMAIC) phases utilizes philosophies, principles, concepts, success factors, and so forth for successful project completion. These traditional concepts form implied setting assumptions for conducting a successful project.

To establish the desired setting, it is necessary to state organizational performance modeling assumptions required for the use of many tools. Since Lean Six Sigma requires a unique organizational support structure, these assumptions must be added for completeness. Using the 15 collective assumptions is shown to provide benefits in four areas: training clarity, project assessment, leadership support, and theory foundation.

Any list of assumptions is likely incomplete since project application settings are varied and some tools may have unique requirements.

The most useful of the four benefits for practitioners is establishing a familiar framework for communicating with leadership. Management is trained to evaluate assumptions for any new business strategy such as an LSS process improvement initiative. A thoughtful leader will expect to evaluate LSS assumptions for a proposed project. Stating these implied assumptions will meet those expectations.

Most of the stated assumptions exist in some implied form in the Lean Six Sigma literature. However, the familiar term “assumption” is not typically used in presenting Lean Six Sigma methodology. Using this traditional framework is shown to produce multiple benefits for learners and users.

The goal of this work is to clarify seven useful DMAIC Analyze phase options for developing process improvement opportunities required for successful projects.

Using a scientific method problem solving structure, IO possibilities are shown to be predicted by rejecting a conceptual testable hypothesis.

Seven analysis paths are identified that enable learners to develop multiple IO discovery strategies and to narrow tool selection options. Four benefit areas for identifying analysis paths are given: improved training, continuous improvement foundation, leadership support and framework clarification.

Any starting list of analysis paths for developing IOs would be incomplete. The diversity of application experiences and tools will add to the current list.

Learners participating in LSS activities are aware of management's expectation that they will develop IOs to justify the LSS investment. Tool-focused training may leave some learners unclear about the multiple possible sources for IOs. Identifying useful analysis paths with associated tools for IO discovery will address any learner's Analyze phase uncertainty and facilitate expanded opportunities.

Any successful LSS project must discover IOs to develop improvement actions. Clarifying IO discovery alternatives will encourage team brainstorming on Analyze phase investigative options. This framework identifying LSS improvement paths will assist practitioners in training and communicating with leadership and learners the range of approaches for developing improvement actions.

The purpose of this paper is the implementation of Lean Six Sigma (LSS) in a manufacturing small and medium-sized enterprise (SME) in Greece in order to understand the contribution of LSS in its process improvement and to identify the parameters playing a crucial role in LSS adoption by SMEs. The ability to achieve high-effect improvements without cost investment is also examined to cope with low investment margin that is a characteristic of SMEs.

This case study is based on the combination of Define, Measure, Analyze, Improve and Control (DMAIC) phases with the Yin's method for case studies for a complete and efficient implementation and presentation of the project.

The analysis of this case study revealed that by accomplishing specific critical success factors for the fulfillment of the LSS project, the company attained important benefits by utilizing only the working hours of employees. It was also found that the improvements of LSS projects can be measured using other metrics which can indirectly be translated into monetary terms.

The paper can be a useful guide of how SMEs can achieve high-impact improvements with low or no investment cost utilizing LSS initiatives in small-scale projects.

According to the literature, there is a need for more case studies concerning LSS implementation in SMEs. Examples of how low-cost/high-effect improvement initiatives can be implemented have not been adequately presented before. The assessment of the impact of improvement initiatives with non-monetary measures is also innovative.

Customer loyalty schemes have blossomed in the era of customer retention, and have been willingly embraced by both retailers and consumers alike. Today’s loyalty schemes are modelled on the AAdvantage Programme; a frequent flier programme initiated by American Airlines in 1981, and lessons from the air‐line industry are briefly introduced. The primary purpose of this paper is to evaluate the extent to which loyalty schemes really can build loyalty. In order to do this, four categories of loyalty as identified in the literature are considered. Given existing criticisms of loyalty schemes it is concluded that such schemes have an important role to play in situations where no loyalty or spurious loyalty is evident. However, where sustainable loyalty is the ultimate goal, customer loyalty schemes are of importance only as part of a coherent value proposition.

A central theme that has always separated C‐suite executives from communications practitioners – the ability to operate within the parameters of immutable data – is beginning to unravel as uncontrollable external forces challenge traditional business approaches. However, while communicators' skills are being recognized as essential to building and maintaining strong reputations and bottom lines, the importance of data‐driven accountability has by no means dissipated; on the contrary, it has only grown as resources dwindle in today's business climate. This paper's purpose is two‐fold: giving communications executives a roadmap for achieving data‐wielding parity in the C‐suite, and offering senior management teams a process through which they can leverage this function's strategic value to a much greater effect – all by applying techniques drawn from Lean Six Sigma (LSS) methodology.

The article introduces executives who are not LSS experts – who may even be wary of the concept – to “communications process improvement,” effective LSS methods that can be executed by non‐experts. It details a process for applying communications process improvement (CPI) to various business functions and activities in the context of LSS‐derived procedures.

The article examines the application of CPI to specific organizational activities, including marketing, communications planning and customer service. When applied as a step‐by‐step procedure mirroring that of LSS (where the steps are define, measure, analyze, improve, control), CPI generates constant, cross‐functional awareness of how things should happen, why they're not happening that way now, and how to make sure they are done properly on a continuously improving basis going forward.

Lean Six Sigma is an established business management strategy that seeks to identify and remove inefficiencies in manufacturing processes. While it is well known in this context, there is very little evidence that management teams are applying the same methodologies to more intangible functions within the other departments – specifically, corporate communications. This article offers executives a standard, step‐by‐step process for doing just that, which they can begin implementing today to transform their communications departments into customer‐facing, data‐driven, proactive cultures of excellence, based on accountability and focused on demonstrable results.

The purpose of this study is to examine if there is a difference between service-sector Lean Six Sigma (LSS) project teams that progress through Tuckman’s group development model and those that do not in terms of the number of completed projects, the number of projects completed on time, the length of time to complete the projects and the total cost savings and avoidance because of the projects.

The research consisted of a quantitative, descriptive methodology. The design included a sample from a service-sector LSS practitioner population, a survey instrument, one independent construct with two levels, four dependent constructs and a multivariate analysis of variance (MANOVA).

The progression of service-sector LSS teams through Tuckman’s group development model, as measured with the group process questionnaire, significantly influences the teams in terms of the number of completed projects, the number of projects completed on time, the length of time to complete the projects and the total cost savings and avoidance because of the projects.

A limitation of the study is there may be other factors not related to Tuckman’s group development model that can influence the outcomes of LSS projects. These variables may include senior executive buy-in, number of LSS practitioners in the organization, the robustness of LSS training programs, level of talent and other factors not related to Tuckman’s group development model. Another limitation of the study encompassed using a sample of convenience instead of a random sample.

The recommendation for practice is binate. First, service-sector LSS project teams should ensure they progress through the stages of Tuckman’s group development model to enjoy the significantly improved project outcomes. Second, LSS practitioners and trainers should ensure that Tuckman’s group development model is part of the training curriculum.

The study demonstrates that all groups should attempt to progress through the stages of Tuckman and Jensen (2010) group development model to enjoy the benefits of working in a cohesive, task-focused team.

This study adds to the body of knowledge because, prior to this study, there was not prior research involving Tuckman’s group development model and LSS team outcomes.

Lean Six Sigma (LSS) has been one of the most widely used quality improvement initiatives over the last decade. However, the success rate of LSS is dismally poor, and most organizations discontinue LSS initiatives prematurely. The purpose of this paper is to answer the question why do organizations discontinue LSS initiatives?

To understand the discontinuance mechanism of LSS initiatives, the authors selected two companies. One from the manufacturing and one from service sector in India. The companies were selected as they had initially implemented LSS, and later within six years had discontinued the initiatives. Four projects from each company were studied using case study methodology.

This study finds 11 factors due to which the organizations discontinue LSS initiatives. The factors are poor success rate, unrealistic expectations from LSS, unsustainable results, misuse of statistics, large tool set, unsupportive and uncommitted top management, lack of training and development, lack of synergy of LSS and business strategy, lack of link between LSS and customer needs, wrong projects selection and premature discontinuation of LSS experts. The study further discusses the discontinuance mechanisms of LSS using propositions.

LSS is one of the most widely used initiatives in the organizations. Such initiatives involve costs. Earlier studies have reported that many organizations discontinue the LSS initiatives resulting in a loss or not meeting the intended goals. This paper will help the practitioners as well as organizations to understand why organizations discontinue LSS and take prompt actions for its success.

Earlier studies on LSS address the critical success factors, and this paper addresses those about failures by studying organizations that have discontinued LSS. The present study finds 11 factors that are responsible for discontinuing LSS in organizations. In addition, propositions are developed for future research and empirical testing. This study also offers further insights into the discontinuance mechanisms involved in LSS.

Many organisations are operating in a dynamic competitive environment and experiencing increasing competition. As a result organisations in the service sector are continually seeking opportunities to remove waste and improve performance. Six sigma has been embraced by the service sector and is receiving increasing attention within both academe and practice. The purpose of this paper is to evaluate lean six sigma from a middle managers' perspective.

A mixed method approach was adopted involving a structured survey to 200 managers and semi‐structured interviews with two of the management team.

The paper highlights the importance of developing learning capabilities in the middle management team and the empowering of them. A greater role should be given to middle management in performance improvement and strategy formulation.

The research findings only apply to one case so it is difficult to make assumptions across different sectors. More research is required with regard to change management in lean six sigma implementations.

This paper shows that developing dynamic capabilities in middle management along with a learning culture will facilitate participation in strategy formulation.

The objective of the study is to design and validate an instrument that allows organizations to assess their status regarding the adoption of the critical success factors (CSFs) that enable lean six sigma (LSS) implementation in order to achieve the expected benefits.

An extensive literature review was conducted to define the LSS CSFs that have to be considered for the development of the questionnaire that would later be applied across all manufacturing companies on the Northern Mexican border. Once the database was built, a statistical verification of the assumptions required for factor analysis took place. Finally, the due construct validation was carried out to verify whether the proposed instrument measured reliably what it is intended to.

A questionnaire measuring nine CSFs, as well as the benefits associated with the implementation of LSS, was designed and validated through 61 items.

The main limitations of this study are that the research is cross-sectional and that the study was carried out taking as a reference only exporting manufacturing companies located in the border area between Mexico and the United States.

The validated instrument is expected to serve as a useful tool for companies interested in the implementation of LSS.

This study introduces a validated tool for the analysis of LSS CSFs while providing evidence of construct validity and the solid structure of the factors.