A Frontier in Organizational and Business Process Innovation in Service Management Through Lean Six Sigma Kaizen Project Implementation

Abstract

The rudiments and repercussions of the transformative global economy have reshaped the Service Management industry and other developed economies. Business process innovation using Lean Six Sigma (LSS) methodology has long been considered to improve service quality, process efficiency, and organizational performance by deploying Kaizen projects. This paper presents the business process innovation using Define, Measure, Analyze, Improve and Control (DMAIC) methodology. The results show that the Kaizen Project positively impacted the company's productivity and support efficiency and exceeded Service Level Agreement (SLA). The researcher recommends that the organization should continuously embark on process improvement, document lessons learned, share best practices, and champion LSS projects in larger scale and support operational units in institutionalizing the same innovation. Further studies could be done on the basis of how one-time scheme process better the quality of the service or product by using other framework and process improvement methodology.