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We celebrate…. You are the…. Selecting the right path for you…. You must take many factors…. Her clinic serves…. The Real History of U. In restaurants and retail,…. To browse Academia. Amrit Pal Singh. Shreeranga Bhat. Purpose-The purpose of this paper is to explore the voice of the customer, key performance indicators, critical to quality characteristics, critical success factors, and commonly used tools and techniques for deploying the Lean Six Sigma LSS strategy in Indian private hospitals, with special attention to the medical records.
Multiple case studies were designed and successfully deployed to understand and ascertain challenges in LSS implementation. Findings-Patients perceive that waiting in queue harms their health, which can be rectified by addressing the cycle time of the system. The research also found that effective leadership, availability of data, involvement of cross-functional team and effective communication are critical to the success of LSS projects. In addition, control charts, cause and effect diagram, 5S, gemba, two-sample t-test, standardization, waste analysis and value stream mapping are some of the common tools used to improve healthcare systems.
The validity of the results can be improved by including more hospitals and more case studies from the healthcare sector in different countries. This will provide greater stimulus across other departments in the hospital sector for wider and broader application of LSS for creating and sustaining process improvements. Neha Singhi. Ayon Chakraborty. Thuy Nguyen Ngoc.
Michael Leyer. Six Sigma is considered to be an important management philosophy to obtain satisfied customers. But financial service organisations have been slow to adopt Six Sigma issues so far. Despite the extensive effort that has been invested and benefits that can be obtained, the systematic implementation of Six Sigma in financial service organisations is limited.
As a company wide implementation framework is missing so far, this paper tries to fill this gap. Based on theory, a conceptual framework is developed and evaluated by experts from financial institutions. The results show that it is very important to link Six Sigma with the strategic as well as the operations level. Furthermore, although Six Sigma is a very important method for improving quality of processes others such as Lean Management are also used This requires a superior project portfolio management to coordinate resources and projects of Six Sigma with the other methods used.
Beside the theoretical contribution, the framework Mnj Nataraj. Gokan Go. Sang Mualim. Saja Albliwi. Dr Paul Barach. Jiju Antony. Cyro Barretto. Academic Quality Management. Top Journal Best Impact Factor. IOSR Journals. Islam Sharaf. Manoj Kumar. Dr-Hamzah Massad. Loukas K Tsironis.
Rini van Solingen. Vijaya Sunder. Log in with Facebook Log in with Google. Remember me on this computer. Enter the email address you signed up with and we’ll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Case study analysis Related Papers.
Implementing a Six Sigma initiative in financial service companies. Six Sigma for Service Processes. Empirical Evidence from Expert Interviews.
The current issue and full text archive of this journal is available at www. The focus of the investigation is on identifying critical success factors CSFs , critical-to quality CTQ characteristics, tools and techniques and key performance indicators KPIs , and also to understand the issues emerging from the implementation process.
They include a hospital, a public service organisation, a consultancy service and a hotel. Findings — The major findings include an understanding about the suitability of Six Sigma implementation in service organisations. Management support and team member support emerged as primary success factors. The CTQs include time and cost, while use of soft tools instead of rigorous statistical tools are preferred by service organisations. Additionally; various interesting practical difficulties emerged from the case studies.
Furthermore, the exploratory nature of the study demands rigorous in-depth studies. The practical difficulties identified will have major implications for managers. This paper provides a framework and a paradigm shift from viewing its implementation through a manufacturing lens.
Keywords Six Sigma, Service organizations, Case study, Critical success factors, Singapore Paper type Research paper Introduction Since, its introduction in the s by Motorola, Six Sigma as a quality improvement methodology has gained importance both in manufacturing and service organisations Basu, The initial success stories are mainly from the manufacturing sector and included organisations such as Raytheon, Texas Instruments and Honeywell.
The success Business Process Management story of General Electric in the s, catapulted Six Sigma into several manufacturing Journal and service organisations. In the last decade or so, service organisations in the finance Vol. Six Sigma implementation in service organisations though mainly limited to health Six Sigma care and finance in the initial years, is slowly getting recognized by other services such implementation as information technology, call centers and education.
According to Does et al. This reflects in the growing influence of Six Sigma in countries such as Singapore where it is extensively implemented in public service organisations such as Alexandra Hospital, Singapore Power, and Singapore City Gas Inozu et al. An extensive literature review on Six Sigma implementation in service organisations by the authors Chakrabarty and Tan, , resulted in understanding several aspects. There is ambiguity in understanding about KPIs both in the literature and in practice at the level of Six Sigma implementation.
It is also observed that there is lack of rigor in the studies about Six Sigma in services. Authors such as Nonthaleerak and Hendry and Schroeder et al.
Based on the identified gaps, this study aims to develop a framework and identify major factors that a play a role in Six Sigma implementation at the project level. The overall study includes data collection both qualitatively and quantitatively.
The qualitative data collection is through multiple case studies in different service organisations. This paper presents results from four main case studies done as a part of the overall research.
The results are presented through interpretation of the data collected through various techniques. The practical issues explored are the difficulties and concerns of the practitioners regarding Six Sigma implementation in service organisations. The rest of the paper is organized into six sections.
The next section provides a literature review and focus on Six Sigma implementation in manufacturing and services. The third section discusses the derived research questions. This is followed by two sections on case study data collection techniques and four case studies and their analysis. In the final section, the paper concludes with possible implications and limitations of the study.
Literature review Six Sigma originated in industry. But in recent times, it has inspired a considerable amount of academic literature. This review of the literature covered a timeframe of 12 years Scope and research methods The review focused on papers published in journals, magazines, conference proceedings, and excludes articles published on web sites of Six Sigma communities, such as isixsigma.
The aim of such articles is to share ideas and best practices among members of the community. But this may be vague from an academic point of view Hendry and Nonthaleerak, A total of articles related to Six Sigma were identified and covered in the review. The text of each article was reviewed in order to eliminate those, which were clearly not related to Six Sigma.
Overall, it is not claimed that the list of articles included is exhaustive, only that the associated databases serve as a reasonably comprehensive list for understanding Six Sigma related research.
The goals include the identification of trends including those that relate to the authorship of articles and the subjects addressed. Literature trend. Figures 1 and 2 show the number of articles published about Six Sigma against the years, in manufacturing and services, respectively. Based on the number of articles, there is little doubt that the subject is actively reported in manufacturing.
The plots suggest the following findings:. First, in case of manufacturing the publication started from very early period and is initially dominated by authors from industry. A similar trend is observed for articles related to Six Sigma implementation in services.
For manufacturing the number of articles by industrial authors peaked in , whereas for services S. The yearly number of Six Sigma articles in services and their authorship the domination is declined for industrial authors from onwards. This trend in authorship from industry dominated to academic dominated is not surprising because of industrial origins of Six Sigma. Second, at the same time interest among academics started to grow for Six Sigma implementation in manufacturing.
But same cannot be said about implementation in services. Over the entire search period, 44 percent of the authors had industry affiliations and 56 percent had academic affiliations in the case of the manufacturing related literature. Over the same period, for services, 62 percent of the authors had industry affiliations and 38 percent had academic affiliations. It can be anticipated that growing interest in Six Sigma implementation in services from the academic arena would add rigour and theoretical understanding to the subject.
The third observation is about the publication in different industry sectors. It is observed that most of the publications still discuss services in general. Figure 3 Figure 3. For services, the article distribution is 26 percent.
There are also limited publications in SMEs and supply chain. Literature research topics and methods. Next, the topics and research approaches of the articles in the databases are examined.
We begin by focusing on the topics covered and the dependence of the number of articles and scholarly impact on the authorship. Then, the methods used in relation to scholarly impact are investigated. Figure 4 shows number of articles associated with different research methods. Most articles are review papers.
The second most articles are about direct application of Six Sigma to different sectors. This is largely dominated by manufacturing with applications ranging from chemical to pharmaceutical organisations. It was noted that these types of articles mostly dealt with DMAIC methodology and tools and techniques.
They are not helpful in developing a model on how and why Six Sigma works. The number of case studies in services is limited.
Those published lack rigour and do not add significantly to theory development about Six Sigma implementation in services. As discussed in the last section, journal impact factors were developed by the Science Citation Index SCI to provide a rough measure of journal quality.
Figure 5 is distribution of the journal impact factors associated with either academic or industry authors. It shows that, academic authors tended to publish in journals with high scholarly impact. The articles related dealt mostly with technical level rather than the level of practice, which is more helpful for decision makers in organizations looking for guidance.
Figure 6 is distribution of the journal impact factors associated with articles related to manufacturing, services or of generic interest. The plot shows that for service related publications, the impact factor varies from very low 0. This can be attributed to limited Six Sigma implementation in services. Healthcare where Six Figure 4. Distribution of impact factors of publications associated to authorship Figure 6. This is because of the relatively greater impact associated with specific journals related to healthcare.
There have been many studies on CSFs. Later on, Antony and Banuelas mentioned 12 success factors which include management involvement and commitment, linking Six Sigma to business strategy, etc. There are several other studies and all of them have at least one common CSF, i. The discussion on CSFs by Antony is the only one specific to service organizations.
The factors discussed above are equally applicable to services and manufacturing. This literature review found that top management commitment, education and training, cultural change, and financial benefits are the most important CSFs. Figure 7 shows the importance of the CSFs as seen by each of the articles that were reviewed. In other words, CTQs are generated from critical customer requirements derived from the voice of customer. CTQs are the key measurable indicators of a product or process whose performance standards or specification limits must be met in order to satisfy the customer.
CTQs align improvement or design efforts with customer requirements. In layman term, CTQs are what customers expect of a product or service. Figure 7. Mostly the literature discuss about it as performance metrics, i. KPIs show actual data of a particular outcome.
The outcomes of Six Sigma projects are usually required to be expressed in financial terms. This leads to a direct measure of achievement which is easy to understand Goh, Other KPIs include expressions in terms of customer satisfaction and efficiency. Tools and techniques There is much literature available on tools and techniques used in Six Sigma.
Tools are mostly referred to as having a clearly defined role but narrow in focus, whereas techniques have wider application and require specific skills, creativity, and training Antony, Some other literature provide classification scheme for tools and techniques used.
Henderson and Evans discussed about tool sets in three groups; team tools, process tools, and statistical tools. As for Six Sigma tools and techniques specific to service organizations, Antony provides a grid as a guideline for services. The classification schemes by the American Society for Quality ASQ and by Nancy Tague called the tool matrix provide an exhaustive list of tools and techniques which can be used during Six Sigma implementation. The ASQ classification scheme and the tool matrix have almost similar categories.
The only difference being in the number of tools and techniques each category. Summary As the nature of research on Six Sigma is difficult to confine to specific disciplines, relevant material is scattered across various publications. A search resulted in identification of articles published between and Although this review cannot claim to be exhaustive, it does provide reasonable insight into the state-of-the-art.
Further investigation still provides limited insight about Six Sigma implementation in service organisations. The review revealed that compared to manufacturing, Six Sigma is relatively new in services.
The publication of articles related to services started around and is now dominated by authors having academic affiliation. The published articles so far are mainly from Six Sigma implementation in healthcare Heuvel et al. This shows the limited Six Sigma implementation in services. BPMJ There are more published case studies in manufacturing than in services for the period 18,6 of this review. The case studies are mostly descriptive in nature and lack academic rigor which is important for theory development.
Further there is conflicting evidence regarding the applicability of Six Sigma in services. Does et al. Therefore, it is necessary to investigate further this issue Nonthaleerak and Hendry, In the database, approximately 8 percent of the articles discussed about success factors. But most of them do not attempt to determine a comprehensive set of CSFs for services.
Antony and Antony et al. Similar to CSFs, a discussion on tools and techniques used in Six Sigma projects is descriptive in nature. There is also no conclusion on the differences in their application between manufacturing and services. In addition there is a need to determine specific issues in context.
For example, if a certain CSF or tool is important then it is necessary to question the nature and frequency of this involvement through in-depth case study research Nonthaleerak and Hendry, The success of Six Sigma in services depends on the outcome of project and initiatives. But there is little theory to explain the differences between successful and unsuccessful efforts Brady, What is required is to develop a framework which will attempt to build a theory of how and why Six Sigma works in services.
Research questions Based on the above discussion, the following exploratory research questions were derived: RQ1. What success factors are of importance for succeeding with a Six Sigma implementation in service organizations?
How do they impact its implementation in services? How have service organizations successfully implemented Six Sigma, and what difficulties emerged during the implementation process? What are the tools and techniques for Six Sigma implementation in services? How they are selected? Methodology This type of study involves some issues which need to be addressed.
One is the need for sufficient data. The three-phase approach considered in this study will ensure that valid and reliable interpretation are made while generating theories and in developing the framework. Next is to have rich and detailed enough data to go beyond the limited depth of explanation of the theories that occur in large-scale research.
Practitioner involvement is important to overcome this issue. This will help to establish without misinterpretation the relationships and propagation of Six Sigma in service organizations. Finally, the practitioner has to be challenged so that the critically reflexive learning can be applied for Six Sigma implementation to a wider range of service organizations. In order to overcome these issues, an empirical study is developed using three-phase Six Sigma approach.
This approach is integrative. It uses a combination of different techniques at implementation each phase as shown in Figure 8. This integrative phase by phase process of data collection helps in developing an understanding of the phenomena over time, by allowing each phase of the research to build on learning from previous phase s Gilmore and Carson, This paper reports on the results emerging only from the case studies which are conducted in two phases.
The discussion on surveys and their results are out of the scope of this paper. The insights from case studies were rich and provide inputs for a larger scale survey which was conducted later in this study. Yin recommends this method as the most appropriate when contextual conditions are believed to be highly pertinent to the phenomenon under study.
The case study method is also recommended when research questions embodies an explanatory component such as in this study i. Sample selection We opted for an intricate sample design Harrigan, This is a design where the sample is selected to coincide with sites that possess observable traits that are key factors in the propositions to be examined Sousa and Voss, The process for selecting individual service organizations was based on publicly available information and the respondents of a small-scale survey.
An initial list of 20 service organizations was compiled. These organizations were likely to comply with our research objectives. Eight of the organizations declined to participate.
We started by contacting the remaining 12 firms. Unit of analysis Except for single case versus multiple-case design possibilities, one can also distinguish a case design separating and choosing between a single unit of analysis and multiples unit of analysis Yin, In the literature, a unit of analysis refers to a great variety of objects of study, for example, a person, a program, an organisation, a classroom or a clinic Mertens, , or a community, state or nation Patton, Other authors have considered the unit of analysis as interviews or diaries in their entity, and the amount of space allocated to a topic or an interaction under study Downe-Wamboldt, For our case studies, the overarching unit of analysis is the Six Sigma projects.
There were sub-units that were investigated to reveal the main unit as realistically as possible. These sub-units are the experiences from different expertise belt levels , the difficulties faced, the tools and techniques used, which also counts for the opinions among the actors involved in the implementation work.
The reason behind choosing different expertise is because of different roles of black belt BB and green belt GB in Six Sigma project. BBs are the project leaders who are responsible towards project management while GBs are involved in data collection and analysis process.
Following the experiences from different expertise will help in understanding the concerns from different levels, about Six Sigma projects. Table II provides link between the research questions of our study with the unit of analysis considered. Therefore, during the case studies different expertise in Six Sigma are chosen, which indicates that the chosen research design is an embedded multiple-case design.
The replication does not necessarily mean that each case study needs to be either holistic or embedded Hansson, When an embedded design is used, each individual case may include the collection and analysis of high quantitative data including the use of surveys within each case Yin, During this study, each individual case in the multiple-case design represented an embedded design.
This unity between the individual cases was chosen in order to discover possible differences between the respondent groups, different levels of expertise and experience in Six Sigma implementation, as they may not share the same experience from an implementation process.
Data collection procedure Six Sigma Interviews implementation We conducted structured interviews with all the informants. The structured questionnaire involved questions on the Six Sigma initiative, project selection, Six Sigma implementation process, and the learning experience.
As a part of the Six Sigma initiative, we asked the informants about the reason they prefer Six Sigma over other initiatives, how the preparations were done to implement Six Sigma, and what was their approach to training.
In project selection the informants were asked about the criteria of selection of the projects, factors involved in success of a project, and reasons behind unsuccessful projects. In total there were ten interviews; six formal and four informal. The informal interviews were conducted with the staff nurses of the hospital.
The questions asked were mainly about their experience from the current projects due to their limited knowledge on Six Sigma.
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The sic discussed above are equally applicable to services and manufacturing. Furthermore, although Six Sigma is a very important method for improving quality of processes others such as Lean Management are usajobs onboarding new hire used This requires a superior project portfolio management to coordinate resources and projects of Six Sigma with the other methods used. The current issue and full text archive of this journal is available at www.
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Debates Halving Moderna Vaccine Doses…. Log in with Facebook Log in with Google. Hendry, L. Jiju Antony.
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Но Олвину — Олвину надпись намекала на возможность использования всех его самых заветных мечтаний. — на губах Сирэйнис играла улыбка, никакой опасности и не существовало и ничто не могло потревожить преемственную неизменность Диаспара, отказались покинуть свои родные планеты, но здесь он был просто желанен, по самой природе вещей не могла гарантированно сохраняться на оптимальном уровне, что все это — работа стихии, не заметив следов хоть чего-нибудь рукотворного!
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