Implementation of Lean Six Sigma in the Mobile Telephony Industry in Kenya

Abstract

Organisations today are operating in a highly competitive global environment. To ensure that these organisations remain competitive, they have to employ techniques that will ensure that they are operationally efficient. Lean Six Sigma is one methodology that can achieve this objective. The objectives of this study were to find out the extent to which Lean Six Sigma is implemented by mobile telephony companies in Kenya, to establish the benefits and the challenges faced while implementing this methodology. The respondents were customer service managers or branch managers from the Mombasa retail shops whose feedback was an accurate representation of the companies as they all employed standardized operations. The study adopted a case study research design. Primary data was collected using personal interview and analyzed using content analysis. The study established that the companies were using Lean Six Sigma as an improvement methodology. Some of the tools used to a large extent by the companies were: Voice of the Customers (VOC), Voice of Employee (VOE), Continuous Improvement (Kaizen), Define-Measure- Analyse-Improve and Control (DMAIC), Just in Time (JIT), Lean, Value Stream Mapping (VSM) and Statistical Process Control (SPC). These tools were what the respondents were more familiar with unlike the Lean Six Sigma term. The study also established that the mobile telephony companies came to learn and use Lean Six Sigma tools through communication from the top management. All the mobile telephony companies concurred that Lean Six Sigma methodology has been effective and has led to improved operational efficiency through reduction of errors, cost control, improved customer satisfaction and ultimately increase in revenues. The study recommends that the management of the mobile telephony companies sensitize their employees on the Lean Six Sigma methodology as opposed to just rolling it out as a process change.