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
Copyright Status
Unknown
Socpus ID
84880068362 (Scopus)
Source API URL
https://api.elsevier.com/content/abstract/scopus_id/84880068362
STARS Citation
Rodriguez, Adriana; Malone, Linda; and Furterer, Sandra, "A Framework Integrating Six Sigma And The Balanced Scorecard" (2007). Scopus Export 2000s. 5946.
https://stars.library.ucf.edu/scopus2000/5946