Six Sigma Methodologies and Kaizen Project Deployment: A Strategic Development for Operational Excellence Through Process Innovation

Abstract

The changing demands and challenging landscape of today's global economy have reshaped sectors of the economy and transform organizations. This transformation welcomes industries to develop its business acumen, invest in business process improvement and re-engineer its processes design and improved its portfolio. This paper presents a service management industry Kaizen Project deployment using a Lean Six Sigma Methodologies as a strategic move towards operational excellence. The researcher employed the Define, Measure, Analyze, Improve and Control (DMAIC) approach to advance the project pre-implementation, deployment, and its impact assessment. The project had a positive improvement on the service processes, portfolio management improvement, championed Lean Six Sigma best practices, improved company and department Service Level Agreement, and business performance. The Knowledge Management System and re-engineered service design was deployed and economically provided significance to the company. Further, deployment of the similar project to a larger institution and empirical investigation is encouraged.

Keywords: kaizen project, lean principle, innovation management, process innovation, business performance

JEL Classification: L250, 03, 0220, 031, 033, 0320