COMPARATIVE ANALYSIS BETWEEN THE INDUSTRIAL AND SERVICE SECTORS: A LITERATURE REVIEW OF THE IMPROVEMENTS OBTAINED THROUGH THE APPLICATION OF LEAN SIX SIGMA


Ana Carolina Martins Rosa, Evandro Eduardo Broday

Abstract: The present work is a review of literature, to identify the improvements acquired from the application of the Lean Six Sigma methodology in the industrial and service sectors in different countries. The PRISMA methodology was used to select relevant articles to the topic of work, and the bibliographic databases used for the research were the Google Scholar, SciELO, ScienceDirect, Taylor & Francis and Web of Science. The study counted on 27 articles to better exemplify these points, being 11 focused on the industrial sector and 16 on the services sector. It was evident that in both sectors the variability of the process and its waste were reduced, by eliminating non-value-added activities, improving process quality, productivity, efficiency, the service provided, increasing customer satisfaction, reducing costs and generating savings. It has been found that Lean Six Sigma is a versatile tool that can be adapted and applied in any segment, allowing potential opportunities for new research and applications.

Keywords: Total Quality Management, Continuous Quality Improvement, TQM. Customer Satisfaction, Lean Six Sigma

DOI: 10.18421/IJQR12.01-13

Recieved: 22.11.2017  Accepted: 24.01.2018  UDC: 005.6

Reads: 1229   

Download document




CiteScore

Card image

SciMagoJr

Card image