Lean six sigma methodology within the public sector

Purpose:
Lean Six Sigma (LSS) has been defined as a methodology that focuses on enhancing customer satisfaction and improving bottom line results by increasing processes performance. Regardless of the many different operations and services provided, the Public Sector remains an important contributor to the economies worldwide while facing different operational restrictions and challenges from the Private Sector. The purpose of this study was to identify what factors affect the implementation of LSS, review how these factors can be addressed in order to for LSS be implemented in the Public Sector, and to propose a framework for a successful LSS implementation.

Methodology:
A systematic literature review (SLR) was conducted to summarize, critically evaluate, and draw conclusions from previous research done about the selected topic. The focus of this literature review was to identify the key factors of a successful LSS implementation and determine how to translate them to the Public Sector by providing a clear framework.

Findings:
This study identified the importance of top management commitment as a critical success factor for a successful LSS implementation. In addition, SLR provided the basis for the development of a 3-phase implementation framework.

Research Limitations/Implications:
As with any SLR, some relevant publications may have been omitted.

Value:
The findings of the research can be used to shed light into the challenges faced by the public sector when attempting to implement LSS approaches to improve service quality.