Framework of Six Sigma implementation analysis on SMEs in Malaysia for information technology services, products and processes

Wong, Whee Yen (2015) Framework of Six Sigma implementation analysis on SMEs in Malaysia for information technology services, products and processes. PhD thesis, University of Nottingham.

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For the past two decades, the majority of Malaysia’s IT companies have been widely adopting a Quality Assurance (QA) approach as a basis for self-improvement and internal-assessment in IT project management. Quality Control (QC) is a comprehensive top-down observation approach used to fulfill requirements for quality outputs which focuses on the aspect of process outputs evaluation. However in the Malaysian context, QC and combination of QA and QC as a means of quality improvement approaches have not received significant attention. This research study aims to explore the possibility of integrating QC and QA+QC approaches through Six Sigma quality management standard to provide tangible and measureable business results by continuous process improvement to boost customer satisfactions.

The research project adopted an exploratory case study approach on three Malaysian IT companies in the business area of IT Process, IT Service and IT Product. Semi-structured interviews, online surveys, self-administered questionnaires, job observations, document analysis

and on-the-job-training are amongst the methodologies employed in these case studies. These collected data and viewpoints along with findings from an extensive literature review were used to benchmark quality improvement initiatives, best practices and to develop a Six Sigma

framework for the context of the SMEs in the Malaysian IT industry.

This research project contributed to both the theory and practice of implementing and integrating Six Sigma in IT products, services and processes. The newly developed framework has been proven capable of providing a general and fundamental start-up decision by demonstrating

how a company with and without formal QIM can be integrated and implemented with Six Sigma practices to close the variation gap between QA and QC.

This framework also takes into consideration those companies with an existing QIM for a new face-lift migration without having to drop their existing QIM. This can be achieved by integrating a new QIM which addresses most weaknesses of the current QIM while retaining most of the current business routine strengths. This framework explored how Six Sigma can be expanded and extended to

include secondary external factors that are critical to successful QIM implementation. A vital segment emphasizes Six Sigma as a QA+QC approach in IT processes; and the ability to properly manage IT processes will result in overall performance improvement to IT Products and IT

Services. The developed Six Sigma implementation framework can serve as a baseline for SMEs to better manage, control and track business performance and product quality; and at the same time creates clearer insights and un-biased views of Six Sigma implementation onto the IT industries to drive towards operational excellence.

Item Type: Thesis (University of Nottingham only) (PhD)
Supervisors: Lee, Chan Wai
Tshai, Kim Yeow
Keywords: Six Sigma, Malaysia SMEs, IT services, products and processes
Subjects: T Technology > T Technology (General)
T Technology > TS Manufactures
Faculties/Schools: University of Nottingham, Malaysia > Faculty of Science and Engineering — Engineering > Department of Mechanical, Materials and Manufacturing Engineering
Item ID: 29149
Depositing User: WONG, WHEE YEN
Date Deposited: 08 Apr 2016 11:01
Last Modified: 15 Jul 2021 14:09

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