Implementation of TQM and lean six sigma tools in local government: a framework and a case study

    Authors

    S. Furterer;A. K. Elshennawy

    Comments

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    Abbreviated Journal Title

    Total Qual. Manag. Bus. Excell.

    Keywords

    six sigma; lean six sigma; process improvement; quality management; total quality management; Management

    Abstract

    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.

    Journal Title

    Total Quality Management & Business Excellence

    Volume

    16

    Issue/Number

    10

    Publication Date

    1-1-2005

    Document Type

    Article

    Language

    English

    First Page

    1179

    Last Page

    1191

    WOS Identifier

    WOS:000233677200007

    ISSN

    1478-3371

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