The Implementation of Lean Six Sigma Techniques: Effect on Customer Satisfaction and Retention in Manufacturing Industries in Lagos State, Nigeria
DOI :
https://doi.org/10.62050/fscp2024.484Mots-clés :
Lean Six Sigma , Nigeria , cost reduction, Customer Retention, Customer SatisfactionRésumé
Lean Six Sigma concept emerged for waste elimination and continuous improvement. Manufacturing industries have tried to implement these techniques all over the world. The purpose of this research is to review the implementation of Lean Six Sigma techniques and their effects on customer satisfaction and retention in manufacturing industries in Lagos State, Nigeria. A descriptive case study was conducted in 64 selected regional manufacturing industries. A structured questionnaire was used to collect the data. The findings show that Kaban is the technique that is mostly used by these manufacturing industries. It also proved that strong significant relationships exist between Lean Six Sigma techniques and customer satisfaction and as well as customers retention. Manufacturing organizations should effectively adopt the usage of this technique to attain customer satisfaction, customer retention, continuous quality improvement, profit maximization, cost reduction, and waste elimination.
Références
Macias-Aguayo, J., Garcia-Castro, L., Barcia, K. F., McFarlane, D., Abad-Moran, J. (2022). Industry 4.0 and Lean Six Sigma Integration: A Systematic Review of Barriers and Enablers. Applied Sciences. 2022, 12, 11321. http://doi.org/10.3390/app122211321.
Sim, J., Mak, B., & Jones, D. (2006). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality &Amp; Tourism, 7(3), 1-23. https://doi.org/10.1300/j162v07n03_01.
Chalotra, V. (2012). An exploratory framework of warehousing in supply chain of small manufacturing firms. Sumedha Journal of Management, 1(3), 4-15.
Griffin, A., Gleason, G., Preiss, R., & Shevenaugh, D. (1995). Best practice for customer satisfaction in manufacturing firms. Sloan Management Review, 36(2), 87-98
Arefi, M. F., Tavakoli, G., Heidari, O., & Lashkajani, M. M. (2014). Towards a conceptual model of customer satisfaction for manufacturing organizations and presenting a threephases approach. International journal of management, accounting and economics, 3(7), 411-443. http://doi.org/10.5281/zenodo.115296.
Antony, J., Snee, R., & Hoerl, R. (2017). Lean Six Sigma: yesterday, today and tomorrow. International Journal of Quality & Reliability Management, 34(7), pp.1073-1093. http://doi.org/10.1108/IJQRM-03-2016-0035.
Sunder, M.V., Ganesh, L.S., & Marathe, R.R. (2019). Lean Six Sigma in Consumer Banking: An Empirical Inquiry. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-01-2019-0012
Begam, M. S., Swamynathan, R. & Sekkizhar, J. (2014). A brief overview of current trend on lean management practices in manufacturing industries. Annals of the Faculty of Engineering Hunedoara. 12(2), 35.
Antonelli, D., Stadnicka, D. (2016). Classification and efficiency estimation of mistake proofing solutions by Fuzzy Inference. In: IFAC Conference on Manufacturing Modelling, Management and Control. IFAC-PapersOnLine, Troyes, France, 28–30 June 2016, vol. 49(12), pp. 1134–1139.
Adeodu, A., Kanakana-Katumba, M. G., & Rendani, M. (2021). Implementation of Lean Six Sigma for production process optimization in a paper production company, Journal of Industrial Engineering and Management (JIEM), ISSN 2013-0953, OmniaScience, Barcelona, Vol. 14, Iss. 3, pp. 661-680, https://doi.org/10.3926/jiem.3479.
Gupta, V., Jain, R., Meena, M.L., & Dangayachi, G.S. (2018). Six-Sigma Application in Tire Manufacturing Company: A Case Study. Journal of Industrial Engineering International, 14, 511-520. https://doi.org/10.1007/s40092017-0234-6.
Roriz, C., Nunes, E., & Sousa, S. (2017). Application of Lean Production Principles and Tools for Quality Improvement of Production Process in a Cartoon Company. Procedia Manufacturing, 11, 1069-1076.
Chiarini, A. (2012). Risk management and cost reduction of cancer drugs using Lean Six Sigma tools, Leadership in Health Services. Total Quality Management & Business Excellence, 25(4), 318-330. https://doi.org/10.31686/ijier.vol9.iss10.3469
Furterer, S., & Elshennawy, A.K. (2011). Implementation of TQM and Lean Six Sigma tools in local government: A framework and a case study. Total Quality Management & Business Excellence, 16(10), 1179-1191. http://doi.org/10.1080/14783360500236379.
Kumar, R. (2019) Research methodology: A step-by-step guide for beginners. 5th ed. London: Sage.
Odeyinka, O. F., Oluwaseyi, J.A. and Akinyele, A.O. (2018) . An Assessment Of The Implementation Of Lean Concept In Nigerian Manufacturing Companies”. International Journal of Advanced Engineering and Management Research Vol. 3 Issue 1.
Okpala, K. E. (2013). Lean Six Sigma Methodologies and Organizational Profitability: A Review of Manufacturing SMEs in Nigeria. American Journal of Industrial and Business Management. 3,6, 573-582.
Téléchargements
Publiée
Numéro
Rubrique
Licence
(c) Copyright Proceedings of the Faculty of Science Conferences 2025
Ce travail est disponible sous licence Creative Commons Attribution - Pas d’Utilisation Commerciale - Partage dans les Mêmes Conditions 4.0 International.
