Purpose – Six sigma for small‐ and medium‐sized enterprises (SMEs) is an emerging topic among many academics and six sigma practitioners over the last two to three years. Very few studies have been reported about the successful applications of six sigma in SMEs. The purpose of this paper...

Purpose – Six sigma has received considerable attention over the last four years in the UK service sector. The purpose of this paper is to present a review of the literature on six sigma as applied to the service industry, followed by a presentation of the key findings obtained from a pilot...

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation...

Purpose – The purpose of this paper is to identify the quality initiatives implemented in UK manufacturing small and medium‐sized enterprises (SMEs) and to perform a comparative analysis of quality management practices within Six Sigma firms against the non‐Six Sigma manufacturing SMEs....