Lean six sigma in the service industry

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In light of the increasing importance of the service sector, the objective of this chapter is to discuss whether the business improvement methodology known as Lean Six Sigma is applicable to the service industry as well, and illustrate some case study applications.
Original languageEnglish
Title of host publicationAdvanced Topics in Applied Operations Management
EditorsYair Holtzman
Place of PublicationRijeka
Number of pages12
Publication statusPublished - 16 Mar 2012


  • lean six sigma
  • service industry
  • business improvement methodology
  • call centres
  • human resources administration
  • health-care delivery
  • profitability
  • service-excellence
  • barriers
  • implementation

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