Sandra Furterer

Implementation of TQM and lean Six Sigma tools in local government: a framework and a case study

Abstract While TQM is an organization-wide approach, aimed at improving the quality of products and services and mainly focused on continuous improvement, Lean Six Sigma is an approach focused on improving quality, reducing variation and eliminating waste in an organization. The concept of combining the principles and tools of Lean Enterprise and Six Sigma in a more synergistic manner has occurred in the literature over the last several years. The majority of TQM and Lean Six Sigma applications have been in private industry, focusing mostly on manufacturing applications. The literature has not provided cases of Lean Six Sigma programmes applied to local government. This paper presents some efforts of implementing TQM tools in local government and a case study of applying Lean and Six Sigma tools and principles to improving the quality and timeliness of providing local governmental services.