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The purpose of this study was to improve the quoting, scheduling, invoicing and paying for campus office moves at a university. The Lean Six Sigma project goal was to improve the campus office move process by making it less complicated, free-up program managers’ time and pay the vendor on time.

The team used the Lean Six Sigma Define-Measure-Analyze-Improve-Control methodology to improve the process.

The average time from the campus move to when the invoice was paid improved by 27%, with an improved median of 16%. The standard deviation was greatly reduced by 51%. The average invoiced date to paid date remained statistically the same, and the median increased from 20 to 30 days, due to a policy change to move the target from 20 to 30 days. The standard deviation of the invoice to paid date was greatly reduced by 38%. This was a successful project because the sponsors were on-board from the beginning and included the process owners in the improvement effort.

Other higher education institutions or other industry areas with a similar process can implement this methodology and processes outlined in this case study to improve efficiency and cost effectiveness and as a guide for improving other processes within institutions.

The purpose of this study is to improve the utilization of walk-in tutors at the University of Dayton.

This paper discusses the application of mixed methods participatory action research with the use of the lean six sigma (LSS) define-measure-analyze-improve-control (DMAIC) methodology combined with discrete event simulation to improve the tutoring processes at the University of Dayton.

The impact of these improvements provided a great balance between tutor utilization and student wait time, and as a result, an increase in pay was negotiated for tutors. Additionally, two schools within the University, Engineering and Business, have seen the value of the tutoring for their students and have provided additional financial support for tutoring services. Specifically, these schools now have dedicated by-appointment tutors for their students.

Incorporating simulation within the LSS methodology provides a “prototype” simulation of the potential solutions prior to changing the process in the real world. This approach can minimize the risk of implementing solutions that are costly or ineffective. The improvement of increased tutor pay helped to demonstrate the university’s commitment to tutors and tutoring. Through continuous improvement efforts, the tutoring department has tripled the number of courses that they support through these enhanced relationships, improved utilization and the overall culture and work environment. The LSS methodology and tools combined with discrete event simulation can be used as a guide for improving other repetitive processes within the university.

This study aims to identify critical online teaching effectiveness factors from instructors’ perspectives and experiences during COVID-19.

This study used a qualitative phenomenology approach. In addition, the research used a snowball sample to identify faculty in the engineering and engineering technology fields with experience in online teaching and learning. All interviews were conducted online by the researchers. The interview questions were based on findings in the current literature. Further, the questions were open-ended.

The analysis identified eight major themes that impact online teaching effectiveness: class recordings; course organization; collaboration; engagement; exam, assignment and quiz grades; games; valuable course content; and student timely feedback and response.

The study was not designed to be generalizable to the entire population of professors who teach online classes but to gain insights from faculty who taught online courses during the COVID-19 pandemic.

Faculty can use the factors identified for online teaching effectiveness to enhance their course design and delivery while teaching online or blended courses.

This research provides insights into factors that impact online teaching effectiveness during the COVID-19 pandemic.

Teaching effectiveness is essential to student learning, engagement and success. This study aims to identify the perceived teaching effectiveness attributes from the student’s perspective through a pilot study.

A comprehensive literature review identified 6 demographic and 25 teaching effectiveness characteristics. The Kano model was used to gather and analyze the student’s voices. The research validated the survey instrument using Cronbach’s alpha to ensure internal consistency and Chi-square goodness of fit to test the data distribution. Differences in response patterns were analyzed using Fisher’s exact test. Furthermore, the magnitude of the effect between the teaching effectiveness attributes was determined using Cramer’s V test.

This study determined that students perceived 19 attributes as one-dimensional, 3 as indifferent, 2 as attractive and 1 as one-dimensional and attractive. The analysis found differences in response patterns concerning readings and materials, grading rubrics to set assignment expectations and group/teamwork on projects.

As a pilot study, the sample size was small. Additional research should validate the survey using a larger sample. While the study results are specific to the college surveyed, other educators can use the methodology to identify the attributes important to their students.

Categorizing attributes based on the student’s voice enables instructors to focus on attributes that will improve the learning experience.

This research provides a comprehensive methodology for identifying critical teaching effectiveness attributes from the student’s perspective.

The purpose of this study was to investigate how Lean Six Sigma (LSS) may help mitigate the impact of COVID-19 within health care environments. The goals of this study were to understand the current knowledge of LSS and COVID-19 through a systematic review of the current literature, identify the gap in the current knowledge of LSS in COVID-19 mitigation within health care environments and define the principles of LSS, within organizational resilience that support a health care organization’s ability to mitigate the impact of COVID-19.

A narrative literature review was conducted to identify relevant research. A total of 21 subject matter experts (SMEs) meeting the inclusion criteria were approached through a guided interview process. Content analysis was conducted to describe how LSS principles contribute to supporting health care organizations operating in the era of COVID-19.

Study results report that personal safety is the primary subject, followed by supporting dimensions of process redesign, and telemedicine. LSS topics that directly relate to COVID-19 are in four thematic areas: tools, applications, benefits and challenges. Particular areas of application, techniques, challenges and benefits are identified and discussed that could be applied proactively and reactively, to organizational and supply chain resilience to recover from COVID-19.

There were a number of limitations to the generalizability of this work. The sample size was small and purposeful, thus, external validity of the study results are not determined. The SMEs in this study have not implemented the practices noted in the results at the time of the study, and knowledge of results is limited to the study aims.

This study of LSS principles and COVID-19 has implications for practitioners and offers specific guidance for areas of health care adoption of LSS techniques and tools that benefit patient safety, challenges for the user to be mindful of and potential benefits in resilience of operations in the era of COVID-19.

Green lean six sigma (GLSS) is a sustainable development approach that leads to improved patient care with improved safety and quality of service to patients. This study aims to identify, study, model and analyze GLSS success factors for the Indian health-care facility.

Interpretive structural modeling (ISM) and Impact Matrix Cross-Reference Multiplication Applied to a Classification analyses have been used to understand the hierarchical structure among the GLSS success factors. This enabled the development of dependency relationships between success factors, in particular, which factors support the development of other factors.

Specifically, this study found that the success factors “commitment of management” and “financial availability” are the most critical to GLSS implementation success, as they support the development of all other success factors. Meanwhile “embedding sustainable measures at each stage of the service”; “the capability and effectiveness of real-time data collection”; and “feedback and corrective actions” most directly support the GLSS implementation in the health-care facility and serve as the final indicators of implementation progress.

The major implication of this research work lies in suggesting a direction for practitioners to execute the GLSS approach through a systematic understanding of classification and structural relationships among different enablers. This study also facilitates health-care managers to explore different GL wastes in hospitals and challenges to sustainability pursuits in health-care that assist in an organization’s efforts toward sustainable development.

This research work is the first of its kind that deals with the identification and analysis of the prominent factors that foster the inclusive implementation of GLSS within the health-care facility.

The purpose of this paper is to apply Lean in the workers’ compensation industry. It focuses on identifying patterns of repetitive non-value-added transnational activities for physical-therapy patients and healthcare providers. It addresses the research gap in this field.

In this study, we designed and deployed multiple case studies to better understand the journey of an injured worker within the worker compensation system in the United States of America. We partnered with Concentra Inc., a leading national healthcare provider in the field of workers’ compensation having 520 medical centers in 44 states. Both case studies included conducting direct observations, Gemba walk, in five clinics in two states: Florida and Pennsylvania. We analyzed the data of 263 injured workers with 8 or more physical therapy visits who got admitted to Concentra clinics in both states over the period of 31 days.

The results revealed that the time intervals at which activities associated with physical therapy treatment pre-authorization accounted for 91.59% of the total non-value-added activities and are thus the key administrative factor leading to process inefficiency in the state of Florida. The Process Cycle Efficiency of Pennsylvania was 75.36% compared to 53.16% of Florida. The injured workers in Florida needed 39.58 days on average to complete eight physical therapy visits compared to 27.92 days in Pennsylvania (a median of 34.09 vs 22.15 days).

This study is limited as it only focuses on processes on the healthcare provider side. An expanded value stream map that includes the treatment pre-authorization process on the insurance side would be beneficial for generating more potential solutions to streamline the process.

This study shows that Lean could play a critical role in identifying and quantifying continuous improvement opportunities that could accelerate patient’s treatment, reduce administrative burden on healthcare providers and improve the overall claim cost of insurance companies. It provides data-driven argument for insurance companies to consider eliminating physical therapy pre-authorization.

This is the first study to apply Lean methodology in the workers’ compensation field.

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service quality analysis and improvement practices.

This research is based on quantitative and qualitative data collection. Quantitative data were collected through two questionnaires; the first is based on ranking data: 192 responses and the second on the Kano model: 46 responses. The qualitative data was obtained through 10 semi-structured interviews with senior management from seven bus companies in the UK.

Findings indicate that VOC differs between PT users and non-users and compared with the perspectives of PT Providers. The research also revealed that VOC plays a crucial role in PT service quality improvement (QI).

The findings can be used by PT service providers to better understand the VOC of PT users and non-users, which will assist in strategic and QI decision-making. Furthermore, an in-depth study of VOC in PT is provided, which progresses the academic field on this topic and advances research in this area.

This research brings new insight into the most important quality attributes for PT users and non-users. Moreover, the paper fundamentally contributes to the literature, which until now had severely limited input pertaining to the role of VOC in PT and little knowledge of service QI tools and practices in this sector.

Quality 4.0 is managing quality during the fourth industrial revolution. It is used by modern-day organizations as a strategy to compete and thrive in the marketplace. The purpose of this study is to analyze the potential impact of Quality 4.0 on organizational performance.

This study through an integrative literature review critically analyzed 41 previous literature articles to study the impact of Quality 4.0 on various metrics of organizational performance.

The results of the review suggest that Quality 4.0 may have an impact on financial performance, customer value proposition, internal business processes, learning and growth, environmental performance and social performance.

This study is limited by the databases reviewed. The second limitation is that this study considered articles published in the English language. Therefore, articles published in other languages were not considered in this study.

Organizations can use the findings of this study to strongly leverage the implementation of Quality 4.0 to reach their strategic objectives and improve competitive advantage.

This is the first study to explore the impact of Quality 4.0 on organizational performance through an integrative literature review.

This paper aims to present the results of an initial research study conducted to identify the desired professional characteristics of an industrial engineer with an undergraduate degree and the emerging topic areas that should be incorporated into the curriculum to prepare industrial engineering (IE) graduates for the future workforce.

A survey was administered to faculty and industry professionals across the USA to describe the desired characteristics and define the important emerging topic areas. The modified three‐round Delphi technique was applied to obtain consensus and ranking of the emerging topics.

The research findings that identify the desired characteristics and the most important emerging topics to be incorporated into the reengineered curriculum discussed in this paper. Statistical analysis of the results indicates some differences in opinions expressed by persons in academic settings and those working in business and industry.

These research findings have implications for the development of curricula at the international level.