A Six Sigma approach for integrated solutions

Abstract

Purpose The purpose of this paper is to develop a proposed Six Sigma approach for integrated solutions of goods and services. Design/methodology/approach This conceptual paper follows the principles of design research in developing a Six Sigma approach for integrated solutions. The approach is tested in practice in the context of a financial services company in the automotive industry. Findings The study demonstrates that the differential characteristics of service processes and manufacturing processes must be taken into account when developing a Six Sigma approach for integrated solutions. Evaluation of the proposed approach in cooperation with a financial services company reveals considerable benefits. Research limitations/implications The detailed description of the approach is limited to the "Define" phase of the Six Sigma program. Moreover, the proposed approach is tested in only one setting; its application in other settings should be an objective for future research. Practical implications The paper provides practitioners with a structured Six Sigma approach for integrated solutions. Originality/value The paper is the first to propose a Six Sigma approach for integrated solutions of goods and services.