Sustaining Public Sector Lean Six Sigma: Perspectives from North America

Abstract

The aim of this research was to identify characteristics that sustained process improvement efforts in the publicsector, with a focus on Lean Six Sigma as practiced in North America. The research methodology consisted ofqualitative survey instruments, including open-ended questionnaires and in-depth interviews. The research found thatpublic sector organizations encounter s number of implementation barriers not found in for-profit or not-for-profitnon-public entities. A list of factors that drove both success and failure in short and long term process improvementimplementations was generated. Based on this list, a set of success factors was developed and synthesized. The resultwas a common set of fundamental practices that were shared by public sector organizations that sustained theirprocess improvement programs. Those factors were: (a) they deployed a sound, consistent, and robust methodology;(b) they built trust by removing fear; (c) they initiated long-term cultural change; and (d) they communicated thevision to all stakeholders.