Alexandros G. Psychogios

Towards an integrated framework for Lean Six Sigma application: Lessons from the airline industry

By following a qualitative methodological approach, this article aims to investigate the critical factors influencing the application of Lean Six Sigma (L6σ) in an airline company. Secondary data were collected through an analysis of companys written procedures and quality assurance policies. In addition, primary data were collected through a number of interviews with managers. Findings suggest that there are particular factors that influence the implementation of L6σ such as leadership and strategic orientation, quality-driven organisational culture, continuous training, teamwork, customer satisfaction, and technical systems. This study supports the view that the above factors are not only significant for L6σ application but, also, can be seen as useful investigation tools in their potential application. This article has four major contributions. Firstly, it expands our understanding regarding the implementation of L6σ in the service industry, by exploring the interrelationship of both positive and negative factors affecting its application. Secondly, it focuses on the responses of managers, who always play the most significant role in the adoption sophisticated management practices. Thirdly, it explores L6σ application in an airline service industry, which seems to be neglected by the current literature. Finally, it provides future research studies with an integrated framework that can be investigated in many different organisations coming from other sectors, attempting to find ways of institutionalising L6σ philosophy in any organisational setting.

Exploring TQM awareness in the Greek national business context: between conservatism and reformism cultural determinants of TQM

This paper develops the theoretical understanding of the application of Total Quality Management (TQM) in business environments that differ from those from where it emerged. Business systems that are less developed tend to adopt more ‘sophisticated’ and formal strategic initiatives. The adoption of TQM by Greek organizations is a prime example. However, less has been said about the understanding of TQM or its cultural determinants in such environments. This paper, based on the results of 73 semi-structured interviews conducted with managers working in Greek public and private organizations, argues that there are two antithetical business-cultural ‘forces’ – conservatism and reformism – that seem to substantially affect the awareness and application of total quality concepts. Both features create pressures in the system, either restraining or promoting TQM implementation. In this context, the tension between traditional business culture and a modernization logic is the key to understanding the development of TQM.

Human resource management in Greece in comparative perspective: alternative institutionalist perspectives and empirical realities

This paper seeks to understand the effects of institutions on the practice of human resource management (HRM) in Greece. Hence, it evaluates how alternative approaches to institutions conceptualize contexts such as Greece, and the relevance of such approaches in the light of empirical evidence. The latter would suggest that, in common with other Mediterranean economies, Greece has been undergoing a long evolution, marked by reforms both towards greater liberalization and greater coordination. However, the ultimate direction remains unclear, and embedded ways of doing things – above all, a strongly paternalist tradition – persist. Again, as with other Mediterranean economies, the Greek economy is an essentially dualistic one, divided between larger organizations (both within the state and private sectors) and the SME sector: the relative importance of the latter has increased in recent years. Empirical research evidence would underscore the importance of conceptualizing institutions as subject to both continuity, and uneven, contested, yet constant change, and the extent to which internal diversity persists within national institutional frameworks.

Exploring the Greek national business system: Towards a modernization agenda

Purpose – This paper seeks to explore the Greek National Business System (NBS) in terms of management practices, organizational culture and public administration. Moreover, the need for modernization is analyzed with focus on total quality management (TQM) as the major issue on this agenda.Design/methodology/approach – This study utilizes a critical literature review approach to draw together and conceptualize the modernization agenda of the Greek NBS.Findings – This paper supports the idea that there is a need to put promising management practices into the context of the Greek national business system and to study not only the market situation, the industrial relations history and the HR practices used, but also how these practices are understood and used by managers and employees who work in different employment sectors.Practical implications – The findings of this study may have a broader impact as Greece attempts to redefine itself as a hub for South‐East Europe.Originality/value – Since most academic...

A Four-Fold Regional-Specific Approach to TQM: The case of South Eastern Europe

Purpose – This paper aims to increase understanding of the application of total quality management (TQM) initiatives in business environments that differ from those where it emerged. Organisations within such environments, which are often less developed, may wish to adopt relatively sophisticated initiatives such as TQM. The adoption of TQM programmes by a variety of private and public sector organisations in South Eastern Europe (SEE) is a prime example. Little has been said about the awareness and applicability of TQM in this region.Design/methodology/approach – A combination of quantitative and qualitative research approaches was used. The quantitative results emerged from the investigation of 782 managers working in 123 service organisations in public and private sectors (51 and 72 respectively) in four major SEE countries, namely Romania, Serbia, Bulgaria, and Greece. Subsequently, for triangulation and to provide richer data, 34 follow‐up semi‐structured interviews were conducted with managers from ...

Road towards Lean Six Sigma in service industry: a multi-factor integrated framework

Purpose – The purpose of this paper is to adopt a multiple case-study approach, of three companies, in order to identify the factors affecting Lean Six Sigma (L6σ) implementation in service industry. Design/methodology/approach – Secondary data were collected through companies’ documents, written procedures and quality assurance policies. Primary data were collected through a number of in-depth interviews with managers and quality experts. Findings – The analysis of qualitative data gathered through in-depth interviews with managers in all three cases resulted in the emergence of variety of critical success factors (CSFs) regarding L6σ implementation in service industry. As it can be seen the great majority of the factors have been identified in all three cases. Moreover the analysis shows that there are two categories of factors emerged. Originality/value – This study has four major contributions. First, it provides an intergraded multi-factor framework regarding the implementation of L6σ in service indu...

Industrial relations in South-Eastern Europe: disaggregating the contexts

This study critically evaluates industrial relations (IR) in South-Eastern Europe and points towards future practical and research-oriented opportunities in the region. A survey of organizational policies and practices has been used to explore the state of IR in both private and public organizations in this region. Specifically, the data, collected in 2009–2010 (including the latest changes due to the economic crisis), cover 840 different organizations located in Slovenia, Serbia, Bulgaria, Greece and Cyprus. We discuss the development of ‘regional-specific’ IR policies, the ‘importing’ of varieties of capitalism models, the diffusion of the European Union social model and the role of foreign MNCs in changing IR in the region.

Introducing employment relations in South Eastern Europe

Purpose – The purpose of this paper is to introduce the employment relations context in South Eastern Europe from a variety of capitalism perspectives. Particular attention is accorded to the uneven nature of change at both the levels of institutions and practice. This is followed by a review of the individual papers that make up this special issue.Design/methodology/approach – This paper is primarily a theoretical one, providing a review of the papers that make up this special issue and giving an overview of the foundation being provided.Findings – While the term “transitional” has often been deployed to describe employment relations across the region, the process has been an extremely protracted one. There is little doubt that the nature and form of employment relations in the countries encompassed in this review is still coalescing, with further ruptures likely as a result of the 2009 depression. At the same time, the papers in this special issue point to long‐standing continuities with employment.Rese...

Do not say a word! Conceptualizing employee silence in a long-term crisis context

Abstract Although research has emphasized the organizational and individual factors that influence employee voice and silence at work, it is less known how employee voice/silence is affected by the economic context, particularly when this context is one of intensive and long-term economic crisis in a country with weak institutional bases. In this study, we explore how employee silence is formulated in long-term turbulent economic environments and in more vulnerable organizational settings like those of small enterprises. The study draws on qualitative data gathered from 63 interviews with employees in a total of 48 small enterprises in Greece in two periods of time (2009 and 2015). This study suggests a new type of employee silence, social empathy silence, and offers a conceptual framework for understanding the development of silence over time in particular contexts of long-term turbulence and crisis.

A three-fold framework for understanding HRM practices in South-Eastern European SMEs

Purpose – We study particular structural and organisational factors affecting the formality of human resource management (HRM) practices in small and medium-sized enterprises (SMEs) in South-Eastern European (SEE) post-communist countries, in particular Serbia, Romania, Bulgaria and the Former Yugoslav Republic of Macedonia (FYROM) in order to understand the antecedents of formalization in such settings. Design/methodology/approach – Adopting a quantitative approach, this study analyses data gathered through a survey of 168 managers of SMEs from throughout the region. Findings – The results show that HRM in SMEs in the SEE region can be understood through a three-fold framework which includes: degree of internationalisation of SMEs, sector of SMEs and organisational size of SMEs. These three factors positively affect the level of HRM formalisation in SEE SMEs. These findings are further attributed to the particular political and economic context of the post-communist SEE region. Research limitations/implications – Although specific criteria were set for SME selection, we do not suggest that the study reflects a representative picture of the SEE region because we used a purposive sampling methodology. Practical implications – This article provides useful insights into the factors which influence HRM in SMEs in a particular context. The findings can help business owners and managers understand how HRM can be applied in smaller organisations, particularly in post-communist SEE business contexts. Originality/value – HRM in SMEs in this region has hardly been studied at all despite their importance. Therefore, this exploratory research seeks to expand knowledge relating to the application of HRM in SMEs in SEE countries which have their business environments dominated by different dynamics in comparison to western European ones.