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Abstract
Purpose – The objective of this paper is to analyze the critical success factors (CSFs) for lean
Six Sigma (LSS) implementation and its impacts towards company performance in multinational
electronic manufacturing service (EMS) industries.
Design/methodology/approach – A pilot study has been conducted to identify the top ten CSFs
for LSS implementation. Based on these factors, a structured questionnaire has been constructed.
The questionnaire will be distributed to multi-sites of six EMS industries to obtain the data across
Malaysia and other sites globally. The target population is the LSS program implementer such as
master black belts, black belts and LSS champions in the EMS industries.
Findings – These EMS industries provide outsourcing platform for the original equipment
manufacturing (OEM) industries to outsource their products in order to reduce operational cost. With
the proposed LSS implementation success model, a practical guide of the LSS program has been
implemented. The practical guide helps the LSS practitioners to focus on certain CSFs and it prevents
the LSS execution from loosing momentum when faces roadblock.
Research limitations/implications – The paper is relevant to most EMS industries and provides
guidelines to small and medium enterprises in Malaysia through improving their competitiveness and
capability in the globalization market.
Originality/value – The EMS industries compete among themselves to gain more business from OEM
industries through implementation of many improvements via cost reduction activities. LSS program is
recognized among the EMS industries as one of the effective business strategy of cost reduction and to
improve company’s profitability and growth. The success of the LSS program in achieving the expected
gain and return relies on CSFs; henceforth it renders the undertaking of this paper.
Keywords Lean production, Six Sigma, Manufacturing industries, Electronics industry,
Critical success factors
Paper type Research paper
1. Introduction
Lean Manufacturing and Six Sigma have been marketed as new organizational change
and improvement method, particularly as a cost reduction mechanism (Achanga et al., International Journal of Lean Six
2006; Hoerl et al., 2004; Edward and John, 2005). Recently, there have been efforts to Sigma
Vol. 1 No. 3, 2010
promote lean Six Sigma (LSS) (George et al., 2003; Edward and John, 2005; Brett and pp. 191-215
Queen, 2005; Caldwell et al., 2005). LSS is the most effective business improvement q Emerald Group Publishing Limited
2040-4166
technique made available today (Spector, 2006). DOI 10.1108/20401461011075008
IJLSS The implementation of Lean Manufacturing and Six Sigma initiatives is criticized
1,3 that it harbors enormous difficulties (Denton and Hodgson, 1997). Hayes (2000) has
stated that successful corporate initiatives like Lean Manufacturing should be properly
planned prior to its implementation. Holland and Light (1999) have asserted that in an
attempt to implement improvement in organizational productivity, businessmen
should have a clear vision and strategy in forecasting project’s possible costs incurred
192 and duration of such project. The identification of critical success factors (CSFs) will
also encourage consideration in developing an appropriate implementation plan (Mann
and Kehoe, 1995).
Henderson and Evans (2000) claim that the major components for a successful
Six Sigma implementation are:
.
management involvement;
.
organizational infrastructure;
.
training; and
.
statistical tools.
Antony and Banuelas (2002a, b) have presented the key ingredients on the effective
introduction and implementation of Six Sigma program in UK organizations. The key
ingredients in descending order of importance are arranged in the following manner:
.
management commitment and involvement;
.
understanding of Six Sigma methodology, tools and techniques;
.
linking Six Sigma to business strategy;
.
linking Six Sigma to customers;
.
project selection, reviews and tracking;
.
organizational infrastructure;
.
cultural change;
.
project management skills;
.
linking Six Sigma to suppliers;
.
training; and
.
linking Six Sigma to employees (human resources).
Process quality associates (PQA), Six Sigma and quality engineering training and
consulting service provider, explains a practical framework for Six Sigma implementation
in SMEs (PQA, 2003). In order to make the framework more applicable and suitable in
SMEs environment, the company has developed a set of CSFs which have been integrated
into each phase of the Six Sigma methodology. These CSFs include:
.
top management leadership and commitment;
.
a well-implemented customer management system;
.
education and training system;
IJLSS .
a well-implemented process management system;
1,3 .
a well-developed strategic planning system;
.
a well-developed supplier management system; and
.
a well-developed human resource management system.
Waxer (2004) has suggested four major requirements for successful Six Sigma
194 implementation within any organization:
(1) management team buy-in and support;
(2) education and training;
(3) resource commitment; and
(4) link to compensation.
Näslund (2008) has provided the detailed comparison of CSFs on Lean and Six Sigma
from the existing literatures. A list of the CSFs selected in this study is based on the
research done by Achanga et al. (2006), Antony and Banuelas (2002a, b), Spanyi and
Wurtzel (2003), PQA (2003) and Waxer (2004). Table I summarizes the CSFs for LSS
implementation.
2.1 Pilot study to identify top ten CSFs for LSS implementation success
Twenty-five CSFs were identified from the existing literatures review and are
considered for the study. The list of CSFs has been sent to 25 LSS practitioners in EMS
industries to shortlist the top ten CSFs. Out of 25 respondents, 23 (92 percent) have
responded for pilot study. The outcome of the pilot study is shown in Figure 1. Based
on face validity, the top ten CSFs have been chosen and are discussed in detail in the
subsequent sections.
2.1.1 Management engagement and commitment. Any successful initiative like
Six Sigma requires top management involvement and provision of appropriate
resources and training (Halliday, 2001). Jack Welch, the CEO of General Electric (GE),
has strongly influenced and enabled the restructuring of the business organization and
changed the attitude of the employees towards Six Sigma (Henderson and Evans,
2000). Without the continuous support and commitment from top management, the true
importance of the initiative will be in doubt and the energy behind it will be weakened
(Pande et al., 2000). Some companies which have implemented LSS were not successful
due to poor management support.
2.1.2 Reward and recognition system. Some studies show that 61 percent of the top
performing companies link their rewards to their business strategies, while lower
performing companies create minimal linkage (Harry and Schroeder, 1999). Across all
GE businesses, no one will be promoted without the Six Sigma training and a
completed project. This, in itself is an impressive behavior driver (Hendricks and
Kelbaugh, 1998). Some EMS companies having monetary reward on the success LSS
projects drive the employees’ interest to work on continuous improvement projects.
Certain recognition and appropriate reward system will be a motivator to encourage
employees’ involvement in LSS culture cultivation. Reward and recognition system
should be properly initiated to align well within the LSS goals and objectives.
2.1.3 Competency of master black belt and black belt. Generally, companies implement
LSS program as operational strategy to drive for cost reduction and strive towards
Key ingredients for the Elements for successful
CSFs for lean effective launch of a Six Sigma Practical framework Is Six Sigma just for
implementation implementation of Six initiative in an SME for implementation of large companies? What
Article within SMEs Sigma program environment Six Sigma in SMEs about small companies?
Authors Achanga et al. (2006) Antony and Banuelas Spanyi and Wurtzel PQA (2003) Waxer (2004)
(2002) (2003)
CSFs (ranking) Leadership and Management Visible management Top management Management team buy
management (1) commitment and commitment (1) leadership and in and support (1)
involvement (1) commitment (1)
Financial capabilities (2) Understanding of Clear definition of A well-implemented Education and
Six Sigma methodology, customer customer management training (2)
tools and techniques (2) requirements (2) system (2)
Skills and expertise (3) Linking Six Sigma to Shared understanding of Education and training Resource
business strategy (3) core business processes system (3) commitment (3)
and their critical
characteristics (3)
Organizational Linking Six Sigma Rewarding and A well-implemented Link to compensation (4)
culture (4) to customers (4) recognizing the team process management
members (4) system (4)
Project selection, Communicating the A well-developed
reviews and tracking (5) success and failure strategic planning
stories (5) system (5)
Organizational Selecting the right A well-developed
infrastructure (6) people and the right supplier management
projects (6) system (6)
Cultural change (7) A well-developed
Project management human resource
skills (8) management system (7)
Linking Six Sigma to
suppliers (9)
Training (10)
Linking Six Sigma to
employees (human
resources) (11)
implementation
Lean Six Sigma
implementation
CSFs for LSS
195
Table I.
IJLSS Pareto chart of critical success factors
1,3 25
20
15
Total
196 10
Organizational infrastructure
It is good practice to have a project tracking system to trace all projects which are
submitted for consideration, accepted for implementation, in progress and completed
(Antony and Banuelas, 2002). LSS program rely on plenty of projects execution to
improve company performance. Periodic project status tracking is essential to ensure
the projects are meeting the goals and objectives within the timeline. No follow up
on the projects will make the project leaders losing momentum and direction. When
the project is out of path, the project tends to fail. Project mentor such as MBB/BB
should have project review with project leaders as to track their status and provide
necessary guidelines to assist the project leader to overcome the roadblock. The LSS
projects should be captured into project status tracking database to monitor on the
current status quo.
IJLSS 2.1.7 Project success stories, best practices sharing and benchmarking. Spendolini
1,3 (1992) gives some reasons for benchmarking as strategic planning, forecasting,
producing new ideas, comparing products or processes and goal setting. Understanding
key success elements of the competition (Munro-Faure and Munro-Faure, 1993), meeting
customer requirements (Camp, 1989) and motivating employees to achieve what others
have achieved (Evans and Lindsay, 1993) have also been cited as benchmarking
198 advantages. The implementation of denominated high-performance work practices is
seen to be critical for obtaining high levels of organizational performance (Pfeffer, 1997).
Since, organizations strive for survival and apparently become more knowledge
intensive, the knowledge sharing is the best high-performance work practice. The
success story of LSS projects sharing is not only to recognize the contribution of
the project leaders but also to motivate the other employees to involve in LSS projects.
The project success stories, best practices sharing and benchmarking should be
communicated to the employees to improve the LSS visibility and its culture.
2.1.8 Effective LSS training program. Besides, hardware and software, the
“human-ware” is needed to make productivity work. In a forum on “Empowered
productivity” staged by GE and Microsoft, it was agreed that training is a cornerstone to
improve human input and is critical in the productivity equation (Henderson and Evans,
2000). It is critical to “communicate both the why and the how of LSS as early as possible,
and provide the opportunity for people to improve their comfort level through training
classes” (Hendricks and Kelbaugh, 1998), and unleash the employees into the world of
LSS. Throughout the time, companies need to look outside the Six Sigma discipline for
other methods and ideas that complement it (Pande et al., 2000), passing from a trained
organization to a learning organization. A comprehensive LSS training program
provides the necessary LSS tools, knowledge and methodology towards systematic
approach on problem solving. The effective LSS training program will provide the
platform to groom future leaders, equipped with comprehensive LSS knowledge.
The talented human resources of a company are important to ensure company growth
and success. The LSS training program should be explored in detail with appropriate
coverage and duration to ensure the key ingredient of LSS transformations.
2.1.9 Established LSS dashboard. Six Sigma cannot be treated as yet another
stand-alone activity. It requires adherence to a whole philosophy rather than just the
usage of a few tools and techniques of quality improvement (Dale, 2000). It needs to be
clear how Six Sigma projects and other activities link to customers, core processes and
competitiveness (Pande et al., 2000). Since, the goal of every organization is to make
profits, Six Sigma projects make business processes profitable while attacking
variability which leads to high scrap rate, high rework rate, low productivity, etc. In
every single project, the link between the project objectives and the business strategy
should be identified (Antony and Banuelas, 2002). The companies implementing LSS
program should have clear cut goals and targets in establishing LSS dashboard.
Simply driving a business towards LSS is not a one-time effort; it is about producing
products and services that continue to meet customer and market requirements.
This requires organizational agility and constant vigilance to changes in the
marketplace. Thus, the real challenge with LSS is getting to the point where one can
meaningfully measure a business’ current performance against dynamic customer
requirements while developing the internal organizational abilities to response to
changing marketplace conditions. The well defined LSS dashboard is important to Lean Six Sigma
ensure the success of the program. implementation
2.1.10 Organizational belief and culture. A successful introduction and
implementation of LSS requires adjustments to the culture of the organization and a
change in the attitudes of its employees (Antony and Banuelas, 2002). The success of an
organization in both the local and overseas markets depends heavily on the culture of
the particular organization (Sohal and Egglestone, 1994). LSS initiatives require the 199
right mindset and attitude of people working within the organization at all levels.
The people within the organization must be made aware of the needs for change
(Antony and Banuelas, 2002). With a true cultural revolution in an organization; two
basic fears on an individual level may arise: fear of change and fear of not achieving
the new standards. To overcome fear of change in any industrial environment, the
people involved must understand the need for change (Sohal and Egglestone, 1994).
It would be ideal to create a communication plan that would address why LSS is
important, and how the methodology of LSS works in organizations (Hendricks and
Kelbaugh, 1998). It is also essential to restructure the organization to drive the culture
change and make LSS a part of everyday’s life.
Independent variables
(Critical success factors)
Dependent variables
200 1. Management engagement (LSS implementation
and commitment success)
2. Reward and recognition - Operational performance
system - Organizational performance
3. Competency of master
Black belt/black belt
4. Company financial
capability
5. Frequent communication
and assessment on lean
Six Sigma results
6. Project prioritization,
selection, reviews and
tracking
7. Project success stories,
best practices sharing
and benchmarking
8. Effective lean Six Sigma
training program
Figure 2. 9. Established lean
Theoretical framework Six Sigma dashboard
In the context of LSS implementation, CSFs represent the essential ingredients without
which the initiative stands little chance of success.
3. Research methodology
There are many ways in carrying out a research. Data collection methods include
interviews, questionnaire administration and observations. The study employed
quantitative survey with structured questionnaire in an effort to test the theory and
acquire new knowledge by utilizing the statistical methods to validate results.
3.2 Population
The population of this study will be the six multinational EMS companies which are
implementing LSS program and having multi-site operations in Malaysia and across
the world.
Management engagement and commitment (Domain 1) Management team should act as key driver in driving continuous
improvements, communicate to employees about organizational goals and
highly engage and lead by example and commit to drive into LSS culture
Reward and recognition system (Domain 2) Reward and recognition system is essential to promote employee involvement
and recognize their contribution will make the LSS program more effective
Competency of MBB and BB (Domain 3) Experienced and highly skilled BB and MBB will drive LSS program more
effective and deliver result accordingly
Company financial capability (Domain 4) Implementing LSS program needs some investment. Company that having
positive financial performance will implement a well-defined LSS program
with all the LSS necessities being developed (Minitab software, sophisticated
training materials, BB, etc.); to ensure LSS program a success
Frequent communication and assessment on LSS result (Domain 5) Regular communication and assessment is important to convey the LSS
status to the team as to come out strategy to achieve the goals that will help to
sustain the aggressiveness of LSS program
Project selection, prioritization, reviews and tracking (Domain 6) A well-defined project selection, prioritization, review and project status
tracking should be designed to capture all the LSS projects and activities in
order to monitor the status and measuring the gain of the LSS projects
Project success stories and best practices sharing (Domain 7) Success LSS projects should be published to promote motivation and
involvement for new projects as well as to share problem-solving
methodology; will drive LSS program into success
Effective LSS training program (Domain 8) A well-defined training program and appropriate training duration will equip
the employees with quality-related knowledge and problem-solving skills that
will develop a success LSS program
Established LSS dashboard (Domain 9) Clear and specific LSS goals should be specified to align the LSS team
towards achieving mutual goals
implementation
Lean Six Sigma
Explanation of CSFs
203
Table II.
1,3
204
IJLSS
Table III.
LSS implementation
List of items on CSFs for
CSFs Items Source
Management engagement 1. Top management assumes responsibilities for LSS performance Antony et a1.
and commitment 2. Acceptance of responsibilities for LSS by department heads (2002)
(Domain 1) 3. Top management supports long-term LSS improvement process
4. Importance attached to LSS by the top management in relation to cost and schedule objectives
5. Degree to which the top management considers LSS improvement as a way to increase profits
6. Degree of comprehensiveness of the LSS plan within the company
7. Commitment of the top management to employee training
Reward and recognition 8. Effectiveness of performance measurement Siong (2006)
system (Domain 2) 9. Fairness of individual or team-based performance measurement
10. Reward and recognition for actual performance improvement
Competency of MBB 11. Visibility of the MBB/BB in driving LSS program Saraph et al.
and BB (Domain 3) 12. MBB/BB accesses to top management (1989)
13. Autonomy of the MBB/BB
14. Utilization of MBB/BB professionalism as a consulting resource
15. Effectiveness of the MBB/BB in improving company performance
Company financial 16. Adequate budgeting or funding to support LSS projects Soja (2006)
capability (Domain 4) 17. Adequate budgeting or funding to set up IT infrastructure for data analysis using minitab
18. Adequate budgeting or funding to set up classroom training with computer facility
19. Adequate budgeting or funding to reward success project
Frequent communication 20. Use of LSS problem-solving tools/techniques to solve problems Antony et al.
and assessment on LSS 21. Good communications between different departments (2002)
result (Domain 5) 22. Effective top-down and bottom-up communication
23. Clear, consistent communication of mission statement and objectives
Project selection, 24. Having project selection and prioritization on projects that improve company competitive Antony and
prioritization, advantage, business profitability, process cycle time, throughput yield, etc. Banuelas (2002)
reviews and tracking 25. Periodic project review to ensure projects are proceeded according to schedule
(Domain 6) 26. Project tracking system to track the project status
(continued)
CSFs Items Source
Project success stories 27. Extent to which LSS data (cost of quality, defects, errors, scrap, etc.) are used as tools Antony et al.
and best practices to manage LSS performance (2002)
sharing (Domain 7) 28. Extent to which LSS project success stories and best practices are available to employees
29. Extent to which LSS project success stories and best practices are available to managers
and supervisors
30. Extent to which LSS project success stories and best practices are displayed at employee
work stations
Effective LSS training 31. Specific LSS training (yellow/green/BB training) given to employees throughout the company Antony et al.
program (Domain 8) 32. LSS awareness training among employees is ongoing (2002)
33. Training in problem identification and solving skills, quality improvement skills and waste
identification skills
34. Training in statistical techniques (such as histograms, control chart, design of experiments
and regression analysis)
35. Availability of resources for employee training in the company
36. Training in interactive skills (such as communication skills, effective meeting skills and
leadership skills)
Established LSS 37. Extent to which LSS results (yield improvement, cost reduction, scrap reduction, etc.) are used Antony et al.
dashboard (Domain 9) as tools to manage performance (2002)
38. Extent to which LSS dashboard is available to employees
39. Extent to which LSS dashboard is available to managers and supervisors
40. Specificity of LSS goals within the company
implementation
Lean Six Sigma
Table III.
205
IJLSS
Moderating variable Items Source
1,3
Organizational belief 1. A comprehensive culture exists to support and Lau and Idris (2001)
and culture (Domain 10) enhance effective people and team processes
2. A process is in place to help workers expand their
role to become team players, highly skilled,
206 knowledge resources, customer advocates,
trainers, problem solvers and decision makers.
This process includes training and follow-up
support
3. A process is in place to help supervisors, managers
and technical and support professionals modify
and expand their roles to become coaches,
facilitators, customer advocates, barrier busters,
motivators and leaders. This process includes
Table IV. training and follow-up support
Elements of moderating 4. Major achievements stemming from the
variable for LSS continuous improvement and empowerment
implementation efforts are formally celebrated
Lean Six Sigma Lean Six Sigma Lean Six Sigma Lean Six Sigma Lean Six Sigma Figure 3.
certification training room minitab software T-shirt project database LSS success
implementation model
Lean Six Sigma success implementation model
The activities for each phase of LSS implementation may be grouped into ten CSFs for
LSS implementation success and is shown in Figure 4.
5. Conclusions
The present study identifies nine CSFs and one moderating factor which are
fundamental and critical for the implementation success of the LSS program within
EMS industry. A conceptual framework is presented to study the relationship between
the CSFs on the operational and an organizational performance of the companies. It is
interesting to identify whether the organizational belief and culture moderates the
relationship between CSFs and implementation success of the LSS program. The
empirical study is in progress and the results and findings are reserved for publication.
There are many CSFs in determining the LSS implementation success and each CSF is
interdependent of each other in order to make the LSS program a success. Although
some vital CSFs need to have more focus, the trivial CSFs cannot be ignored absolutely.
It is believed that the implementation of the LSS program harbors enormous
difficulties, in order to reap significant improvement on the company performance, it
should be properly planned in advance and to implement successfully. In this context,
the LSS success implementation model is developed and its functions are grouped
within the identified CSFs.
IJLSS
1,3 Organization belief Established LSS
and culture dashboards
-LSS steering meeting -LSS dashboard
-LSS Gemba presentation -LSS gain and benefits
-LSS competition -LSS standardization
Management -LSS certification ceremony
engagement Effective LSS
208 and commitment training program
- LSS Minitab software
-LSS steering team
-LSS training room
-LSS steering meeting
-LSS training materials
-LSS Gemba presentation
and duration
-LSS certification
ceremony
-LSS infrastructure
-LSS competition
Project success
Reward and stories, best practices
recognition sharing and benchmarking
system Critical success factors -LSS project showcase
-LSS certification of -LSS best practices sharing
ceremony -LSS gemba presentation
-LSSmonetary reward
lean Six Sigma implementation
-LSS promotion board
-LSS competition
Project prioritization,
selection, review and
Competency of MBB/BB
tracking
-LSS project review
-LSS project tracking -LSS Project prioritization
-LSS training materials and Selection
-LSS project execution -LSS Project tracking
Frequent
-LSS yearlycalendar Company financial communication
capability and assessment
-LSS Minitab software on LSS result
-LSS training room -LSS dash board
-LSS monetary reward -LSS promotion board
Figure 4. -LSS project database -LSS Gemba presentation
CSFs of LSS -LSS T-shirt -LSS project database
-LSS competition
implementation
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Independent variables
Management engagement Reward and Company financial
and commitment recognition system Competency of MBB/BB capability
Item A1 A2 A3 A4 A5 A6 B7 B8 B9 C10 C11 C12 C13 C14 D15 D16 D17 D18
Average 4.22 3.96 4.39 4.09 3.96 4.22 4.30 4.17 4.09 4.17 4.09 3.74 3.91 4.09 4.00 3.74 3.83 4.00
Overall average 4.14 4.19 4.00 3.89
Cronbach’s alpha 0.8435 0.8191 0.7443 0.8199
implementation
study variables
Reliability results of
Lean Six Sigma
Table AI.
213
1,3
214
IJLSS
Table AII.
Independent variables
Frequent Project selection,
communication prioritization, Project success
and assessment on reviews and stories and best practices Established LSS
LSS result tracking sharing Effective LSS training program dashboard
Item E19 E20 E21 E22 F23 F24 F25 G26 G27 G28 G29 H30 H31 H32 H33 H34 H35 I36 I37 I38 I39
Average 3.96 4.04 3.91 4.09 3.74 4.09 4.13 4.17 4.00 3.96 3.96 4.26 4.26 4.26 4.17 3.91 3.87 4.22 4.09 3.78 3.70
Overall average 4.00 3.99 4.02 4.12 3.95
Cronbach’s alpha 0.7286 0.8268 0.7335 0.8364 0.7948
Moderating variable Dependent variables
Organization belief and
culture Operational performance Organizational performance
Item J1 J2 J3 J4 OP1 OP2 OP3 OP4 OP5 OP6 OR1 OR2 OR3 OR4 OR5 OR6
Average 4.09 3.91 3.74 4.09 4.52 4.35 4.13 4.39 3.78 3.78 3.17 3.26 2.87 3.96 3.35 3.48
Overall average 3.96 4.16 3.35
Cronbach’s alpha 0.8569 0.8691 0.8698
implementation
Lean Six Sigma
Table AIII.
215