The University of Southampton
University of Southampton Institutional Repository

Lean six sigma as a strategic review tool: Exploration of critical success factors in a global service company

Manville, G., Greatbanks, R., Krishnasamy, R. and Parker, D. (2010) Lean six sigma as a strategic review tool: Exploration of critical success factors in a global service company International Journal of Quality and Reliability Management

Record type: Article


Purpose: six sigma has been embraced by the service sector and is receiving increasing attention within both academe and practice. 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. The purpose of this paper is to evaluate six sigma as a strategic review tool.
Design/methodological approach: a mixed method approach involving a structured survey to 200 managers and semi-structured interviews with two of the management team.
Findings: 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.
Research limitations/implications: it only applies to one case so it is difficult to make assumptions across different sectors. More research with regard to change management in Lean Six Sigma implementations.
Practical Value: this paper shows that developing dynamic capabilities in middle management along with a learning culture will facilitate participation in strategy formulation.

Full text not available from this repository.

More information

Submitted date: 2010
Keywords: lean six sigma, xerox, strategy, learning, performance improvement, case Study


Local EPrints ID: 79291
ISSN: 0265-671X
PURE UUID: 52f28d40-3e35-4b38-8f8f-a2935321dcbb

Catalogue record

Date deposited: 23 Mar 2010
Last modified: 18 Jul 2017 23:18

Export record


Author: G. Manville
Author: R. Greatbanks
Author: R. Krishnasamy
Author: D. Parker

University divisions

Download statistics

Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.

View more statistics

Atom RSS 1.0 RSS 2.0

Contact ePrints Soton:

ePrints Soton supports OAI 2.0 with a base URL of

This repository has been built using EPrints software, developed at the University of Southampton, but available to everyone to use.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.