Purpose – This paper attempts to demonstrate the power of six sigma, a disciplined approach to improving product, process or service quality, in the service industry. Design/methodology/approach – The paper presents the basic features that characterize six sigma followed by a simple...

Purpose – This paper aims to present the role that leading engineering and business schools will play for the future development of Six Sigma. Design/methodology/approach – This is a viewpoint article and the material presented in this article is based on the author's experience in the field...

Purpose – This paper aims to present the viewpoints from a number of leading practitioners and academics on the subject “Can Six Sigma be effectively deployed in small and medium‐sized enterprises (SMEs)?”. Design/methodology/approach – A number of academics and practitioners were...

Purpose – This paper aims to present the fundamental and critical differences between two of the most powerful philosophies of modern quality management. Design/methodology/approach – The approach taken was to form a panel of leading academics and practitioners who are familiar with both the...

Purpose – This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach – The study draws on process information and primary data from a real project. Findings – The study describes...