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Achieving operational excellence in service sector using lean six sigma
Descriptive
TitleInfo
Title
Achieving operational excellence in service sector using lean six sigma
Name
(type = personal)
NamePart
(type = family)
Khurana
NamePart
(type = given)
Gurpreet Singh
NamePart
(type = date)
1978-
DisplayForm
Gurpreet Singh Khurana
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author
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Rudolf
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Rudolf Leuschner
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Advisory Committee
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chair
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Rutgers University
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degree grantor
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Graduate School - Newark
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theses
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2018
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2018-05
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2018
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xx
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eng
Abstract
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Lean Six Sigma is a process improvement methodology that has been used in several industries and sectors for years. Even though Lean and Six Sigma come from distinct backgrounds, over a period of time, they have been used in conjunction with each other by companies to solve problems, increase efficiency and reduce waste in the processes. In the traditional schema of things, Lean Six Sigma methodology is more commonly used in a manufacturing setting. Further, the impact of organizational culture and leadership style is often ignored in the deployment of Lean Six Sigma methodologies. The objective of this dissertation is to study the impact of organizational culture and leadership styles on the deployment of Lean Six Sigma and its outcomes in a service sector. In particular, this research focuses on Healthcare sector. In Chapter 1, we provide an introduction to Lean and Six Sigma and provide an insight into the evolution of the methodology from Quality Management. We discuss one of the most common approaches, DMAIC, used in Lean Six Sigma to improve existing processes. We also introduce the various belts that individuals can earn in Lean Six Sigma Chapter 2 discusses the literature that was reviewed for this research and also introduces our hypothesis and propositions for the study. Chapter 3 describes the methodology we sued to conduct the research. We studied the deployment of Lean Six Sigma in 3 different companies; a healthcare company, a medical devices company, and a pharmaceutical company. For study 1, we reviewed the procurement process at Company A. For study 2, we reviewed the Facilities work order process at Company B and for study 3, we reviewed the mail distribution process for Company C. Chapter 3 provides backgrounds of all 3 studies, one at a time, and also provides details of data collection and analysis conducted on all 3 studies. In Chapter 4, we discuss the results from deploying Lean Six Sigma in 3 projects in 3 different companies. We also discuss the cultural implications and interaction effects of leadership and organizational culture on the results. Chapter 5 summarizes the overall conclusions of the research and we discuss the findings and also discuss the strengths and limitations of our research and areas for future research.
Subject
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Topic
Management
Subject
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Topic
Six sigma (Quality control standard)
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Rutgers University Electronic Theses and Dissertations
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ETD_8920
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electronic resource
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1 online resource (xiii, 143 p. : ill.)
Note
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Ph.D.
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Includes bibliographical references
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by Gurpreet Singh Khurana
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Graduate School - Newark Electronic Theses and Dissertations
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rucore10002600001
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doi:10.7282/T389198C
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ETD doctoral
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Rights
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The author owns the copyright to this work.
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Name
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Khurana
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Gurpreet
MiddleName
Singh
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Permission or license
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2018-04-18 15:14:36
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Gurpreet Khurana
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Rutgers University. Graduate School - Newark
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I hereby grant to the Rutgers University Libraries and to my school the non-exclusive right to archive, reproduce and distribute my thesis or dissertation, in whole or in part, and/or my abstract, in whole or in part, in and from an electronic format, subject to the release date subsequently stipulated in this submittal form and approved by my school. I represent and stipulate that the thesis or dissertation and its abstract are my original work, that they do not infringe or violate any rights of others, and that I make these grants as the sole owner of the rights to my thesis or dissertation and its abstract. I represent that I have obtained written permissions, when necessary, from the owner(s) of each third party copyrighted matter to be included in my thesis or dissertation and will supply copies of such upon request by my school. I acknowledge that RU ETD and my school will not distribute my thesis or dissertation or its abstract if, in their reasonable judgment, they believe all such rights have not been secured. I acknowledge that I retain ownership rights to the copyright of my work. I also retain the right to use all or part of this thesis or dissertation in future works, such as articles or books.
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2018-05-31
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2020-05-30
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Access to this PDF has been restricted at the author's request. It will be publicly available after May 30th, 2020.
Copyright
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Copyright protected
Availability
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Open
Reason
Permission or license
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