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.
|Number of pages||10|
|Publication status||Published - 6 Jun 2010|
|Event||17th International Euroma Conference - Managing Operations in Service Economies - Porto, Portugal|
Duration: 6 Jun 2010 → 9 Jun 2010
|Conference||17th International Euroma Conference - Managing Operations in Service Economies|
|Period||6/06/10 → 9/06/10|
- operations improvement
- managerial challenges
- value stream mapping
- performance measures
Smith, M. K., Van der Meer, R., & MacBryde, J. C. (2010). Implementing lean six sigma service in a front office customer service centre. Paper presented at 17th International Euroma Conference - Managing Operations in Service Economies, Porto, Portugal, .