Title

A Framework Integrating Six Sigma And The Balanced Scorecard

Keywords

Action research; Alignment; Bsc; Case study; Performance and customer satisfaction; Six sigma; Strategy

Abstract

The alignment among the strategy level, the performance, and the customer is considered the key element to bring value to any organization. A case studied in a service organization, called Institution Z', provided the opportunity to assess the effects that the proposed Six Sigma Scorecard (SSS) methodology had on productivity indicators and on the level of customer satisfaction (measured by cycle time, response time, number of complaints). A comparison between the effects produced by the implementation of the BSC alone and the ones obtained with SSS methodology is analyze, at Institution Z. The direct observation of the proposed methodology in a real organization through the application of a case study/Action Research describes their merging process in three main places. These are the prioritization and selection of the Six Sigma Projects, the complement business Opportunities and Strategic Priorities and relate Six Sigma indicators and BSC measures.

Publication Date

12-1-2007

Publication Title

28th Annual National Conference of the American Society for Engineering Management 2007 - Innovation Management: Innovation in a Flattened World, ASEM 2007

Number of Pages

225-234

Document Type

Article; Proceedings Paper

Personal Identifier

scopus

Socpus ID

84880068362 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/84880068362

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