Implementing lean six sigma service in a front office customer service centre

Research output: Contribution to conferencePaperpeer-review


This research discussed in this paper concerns the managerial challenges involved in the implementation of a particular type of programme for organisational improvement or, more specifically, operations improvement. The research employs an exploratory comparative case methodology of two service centres which employ different implementation strategies. The findings are that there are a number of managerial challenges that are common across the two cases, these are; process and value stream mapping, performance measures, stability and variability of demand, standardization, training and continuous improvement culture. The differences come in the approaches that the two cases take to these challenges.
Original languageEnglish
Number of pages10
Publication statusPublished - 6 Jun 2010
Event17th International Euroma Conference - Managing Operations in Service Economies - Porto, Portugal
Duration: 6 Jun 20109 Jun 2010


Conference17th International Euroma Conference - Managing Operations in Service Economies
CityPorto, Portugal


  • operations improvement
  • managerial challenges
  • value stream mapping
  • performance measures
  • standardization

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