Implementation of TQM and lean Six Sigma tools in local government: a framework and a case study

Autor:	Sandra Furterer, Ahmad K. Elshennawy
Rok vydání:	2005
Předmět:	Lean project management Total quality management Process management Six Sigma Lean laboratory Operations management Business Lean enterprise Lean Six Sigma Human performance technology Design for Six Sigma General Business Management and Accounting
Zdroj:	Total Quality Management & Business Excellence. 16:1179-1191
ISSN:	1478-3371 1478-3363
DOI:	10.1080/14783360500236379
Popis:	While TQM is an organization-wide approach, aimed at improving the quality of products and services and mainly focused on continuous improvement, Lean Six Sigma is an approach focused on improving quality, reducing variation and eliminating waste in an organization. The concept of combining the principles and tools of Lean Enterprise and Six Sigma in a more synergistic manner has occurred in the literature over the last several years. The majority of TQM and Lean Six Sigma applications have been in private industry, focusing mostly on manufacturing applications. The literature has not provided cases of Lean Six Sigma programmes applied to local government. This paper presents some efforts of implementing TQM tools in local government and a case study of applying Lean and Six Sigma tools and principles to improving the quality and timeliness of providing local governmental services.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::1246caaca42f6a4a0f6f87679d8d7085 https://doi.org/10.1080/14783360500236379 Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
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