Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 30063
Identification of Critical Success Factors in Non-Formal Service Sector Using Delphi Technique

Authors: Amol A. Talankar, Prakash Verma, Nitin Seth

Abstract:

The purpose of this study is to identify the critical success factors (CSFs) for the effective implementation of Six Sigma in non-formal service Sectors.

Based on the survey of literature, the critical success factors (CSFs) for Six Sigma have been identified and are assessed for their importance in Non-formal service sector using Delphi Technique. These selected CSFs were put forth to the panel of expert to cluster them and prepare cognitive map to establish their relationship.

All the critical success factors examined and obtained from the review of literature have been assessed for their importance with respect to their contribution to Six Sigma effectiveness in non formal service sector.

The study is limited to the non-formal service sectors involved in the organization of religious festival only. However, the similar exercise can be conducted for broader sample of other non-formal service sectors like temple/ashram management, religious tours management etc.

The research suggests an approach to identify CSFs of Six Sigma for Non-formal service sector. All the CSFs of the formal service sector will not be applicable to Non-formal services, hence opinion of experts was sought to add or delete the CSFs. In the first round of Delphi, the panel of experts has suggested, two new CSFs-“competitive benchmarking (F19) and resident’s involvement (F28)”, which were added for assessment in the next round of Delphi.  One of the CSFs-“fulltime six sigma personnel (F15)” has been omitted in proposed clusters of CSFs for non-formal organization, as it is practically impossible to deploy full time trained Six Sigma recruits.

Keywords: Critical success factors (CSFs), Quality assurance, non-formal service sectors, Six Sigma.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1091742

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF

References:


[1] Antony, J., "Six Sigma for Service Processes”, Business Process Management Journal, Vol. 12 No. 2, 2006, pp. 234-48.
[2] Antony, J. and Banuelas, R., "Key Ingredients for the Effective Implementation of a Six Sigma Program”, Measuring Business Excellence, Vol. 6 No. 4, 2002, pp. 20-7.
[3] Antony, J., "Six Sigma in the UK Service Organisations: Results from a Pilot Survey” Managerial Auditing Journal, Vol. 19 No. 8, 2004, pp. 1006-1013.
[4] Antony, J., Kumar, M. and Madu, C.N., "Six Sigma in Small and Medium Size UK Manufacturing Enterprises”, International Journal of Quality & Reliability Management, Vol. 22 No. 8, 2005, pp. 860-74.
[5] Axelrod, R., "Structure of Decision”, University of Princeton Press, Princeton, 1976.
[6] Banuelas, R., Antony, J. and Brace, M., "An Application of Six Sigma to Reduce Waste”, Quality and Reliability Engineering International, Vol. 21 No. 6, 2005, pp. 553-70.
[7] Bhote, K.R., "The Ultimate Six Sigma: Beyond Quality Excellence to Total Business Excellence”, AMACOM/American Management Association, New York, NY, 2002.
[8] Boynton, A. and Zmud, R., "An Assessment of Critical Success Factors”, Sloan Management Review, Vol. 25 No. 4, 1984, pp. 17-27.
[9] Brady, J.E. & Allen, T.T., "Six Sigma Literature: A Review and Agenda for Future Research” Quality & Reliability Engineering International, Vol.22, No. 3, 2006, pp. 335–367.
[10] Breyfogle, F.W. III , "Better Fostering Innovation: 9 Steps that Improve Lean Six Sigma”, Business Performance Management Magazine, Vol. 6 No. 3, 2008, pp. 16-20.
[11] Brotherton, B. and Shaw, J., "Towards an Identification and Classification of Critical Success Factors in UK Hotels Plc”, International Journal of Hospitality Management, Vol. 15 No. 2, 1996, pp. 113-35.
[12] Brun, A., "Critical Success Factors of Six Sigma Implementations in Italian Companies”, International Journal of Production Economics, Vol.5, No. 8, 2011, pp.158-164
[13] Bryson N., Mobolurin A., Joseph A., "Generating Consensus Fuzzy Cognitive Maps”, Intelligent Information Systems Vol. 8, No.10, 1997, pp. 231–235.
[14] Bueno S., Salmeron J.L., "Fuzzy Modeling Enterprise Resource Planning Tool Selection”, Computer Standards & Interfaces, Vol. 30, No. 3, 2008, pp. 137- 147
[15] Byrne, G., "Ensuring Optimal Success with Six Sigma Implementations”, Journal of Organizational Excellence, Vol. 22 No. 2, 2003, pp. 43-50.
[16] Chakrabarty, A. and Tan, K., "The Current State of Six Sigma Application in Services”, Managing Service Quality, Vol. 17 No. 2, 2007, pp. 194-208.
[17] Chakrabarty, A. and Tan, K. C., "An Exploratory Qualitative and Quantitative Analysis of Six Sigma in Service Organizations in Singapore”, Management Research News, Vol. 32, No. 7, 2009, pp. 614-632.
[18] Cho, J. H. and Jang, J. S., ‘‘Six Sigma Key Ingredients for Successful Implementation of Six Sigma in Korean Companies’’, 4th ANQ Congress Proceedings, 2006, pp. 1-10.
[19] Coronado, R.B. and Antony, J., "Critical Success Factors for the Successful Implementation of Six Sigma Projects in Organisations”, The TQM Magazine, Vol. 14, No. 2, 2002, pp. 92-99.
[20] Eden, C. And Sims, D., "On the Nature of Problem in Consulting Practice”, Omega, Vol. 7, 1979, pp. 119-127.
[21] Eden, C., "Cognitive Mapping and Problem Structuring for System Dynamics Model Building”, System Dynamics Review, Vol.10, 1994, pp. 257-276.
[22] Eden, C., "Analysing Cognitive Maps to Help Structure Issues or Problems”, European Journal of Operational Research, 2004, pp. 673-686.
[23] Goldstein, M. D., "Six Sigma Program Success Factors”, Six Sigma Forum Magazine, Vol. 1, No. 1, 2001, pp.:36–45.
[24] Hahn, G.J., "Six Sigma: 20 Key Lessons Learned: Experience Shows What Works and Does Not Work”, Quality and Reliability Engineering International, Vol. 21 No. 3, 2005, pp. 225-33.
[25] Harary, F., "Graph Theory”, Addison Wesley Reading, 1972.
[26] Harary, F., Norman, R., Catwright, D., (1965), "Structural Models: An Introduction to the Theory of Directed Graphs”, Willey, New York.
[27] Harry, M. and Schroeder, R., "Six Sigma: The Breakthrough Management Strategy Revolutionizing the World’s Top Companies”, Currency/Doubleday, New York, NY, 2000.
[28] Henderson, K, and Evans, J., "Successful Implementation of Six Sigma: Benchmarking General Electric Company”, Benchmarking and International Journal Vol. 7, No. 4, 2000, pp. 260–281.
[29] Kelly, G.A., "The Psychology of Personal Construct”, Norton, New York, 1955.
[30] Linderman, K., Schroeder, R.G., Zaheer, S. and Choo, A.S., "Six Sigma: a Goal-Theoretic Perspective”, Journal of Operation Management, Vol. 21, No. 2, 2003, pp. 193-203.
[31] Magd, H., "ISO 9001:2000 in the Egyptian Manufacturing Sector: Perceptions and Perspectives”, International Journal of Quality & Reliability Management, Vol. 25 No. 2, 2008, pp. 173-200.
[32] Mahanti, R. and Antony, J., "Six Sigma in the Indian Software Industry: Some Observations and Results from a Pilot Survey” The TQM Journal, Vol. 2, No. 6, 2009, pp. 549-564.
[33] Mittal, D., Singla, V., Goyal, A., "Comparison of TQM Success Factors in Northern India in Manufacturing and Service Industries: A Survey”, International Journal of Engineering Science and Technology, Vol. 3 No. 2, 2011, pp. 1368-1377.
[34] Nonthaleerak, P. and Hendry, L., ‘‘Exploring the Six Sigma Phenomenon Using Multiple Case Study Evidence’’, International Journal of Operations and Production Management, Vol. 28 No. 3, 2008, pp. 279-303.
[35] Pyzdek, T., "The Six Sigma Handbook: A Complete Guide for Greenbelts, Blackbelts, and Managers at All Levels”, McGraw-Hill, New York, NY, 2003.
[36] Rockart, J., "Chief Executives Define Their Own Data Needs”, Harvard Business Review, Vol. 57, No.2, 1979, pp. 238-241.
[37] Soti, A., Shankar, R., Kaushal, O.P., "Modeling the Enablers of Six Sigma Using Interpreting Structural Modeling”, Journal of Modeling in Management, Vol. 5 No. 2, 2010, pp. 124-141
[38] Suresh, S., Antony, J., Kumar M., Douglas, A., "Six Sigma and Leadership: Some Observations and Agenda for Future Research”, The TQM Journal Vol. 24 No. 3, 2012, pp. 231-247
[39] Talankar, A., Verma, P., Seth, N., "A Conceptual Framework for Application of Six Sigma Improvement Methodology in Non-Formal Service Sector”, Int. J. Six Sigma and Competitive Advantage, Vol. 6, No. 4, 2011, pp. 321-338.
[40] Viseras, E.M., Baines, T. and Sweeney, M., "Key Success Factors When Implementing Strategic Manufacturing Initiatives”, International Journal of Operations and Production Management, Vol. 25 No. 2, 2005, pp. 151-79.