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Reducing employees' turnover in transactional services : a Lean Six Sigma case study

Antony, Jiju (2010) Reducing employees' turnover in transactional services : a Lean Six Sigma case study. International Journal of Productivity and Performance Management, 59 (7). pp. 688-700. ISSN 1741-0401

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Abstract

The case study aims to illustrate the application of Lean Six Sigma into the human resource (HR) function of a service industry corporation. The study draws on process information and primary data from a real project. The study describes improvements in the HR management attributable to Lean Six Sigma: decrease of employees' voluntary turnover and increase in employees' satisfaction. Although being extremely successful in the last two decades in the manufacturing sector, the application of Lean Six Sigma to the service industry in general, and HR management in particular, has been a controversial topic: this study illustrates how its application can reduce employees' voluntary turnover rate and increase their satisfaction, hence increasing the return on investment of human capital.

Item type: Article
ID code: 35284
Keywords: Lean Six Sigma, transactional services, case study, Human resource management, employee turnover, service industries, Management. Industrial Management, Business, Management and Accounting(all), Strategy and Management
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Department: Faculty of Engineering > Design, Manufacture and Engineering Management
Depositing user: Pure Administrator
Date Deposited: 26 Oct 2011 18:44
Last modified: 26 Mar 2015 20:14
URI: http://strathprints.strath.ac.uk/id/eprint/35284

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