Implementation of Lean Six Sigma in Municipal Government Operations to Improve Efficiency and Quality: A Case Study

지방 자치 기관의 운영 효율성과 품질 향상을 위한 린식스시그마 방식의 채택사례

  • 김카이 (단국대학교 경영경제학과)
  • Received : 2020.07.14
  • Accepted : 2020.08.08
  • Published : 2020.08.31


Municipal governments today are facing increasingly complex issues while resources continue to be constraint but the service quality expectation from citizen is more demanding. They must develop and implement tools that help manage operations more efficiently. While Lean Six Sigma principle and tools have been widely applied to profit organizations, the extant literature has not provided many cases of such application to local governments. This research presents a case study of applying Lean Six Sigma approaches and tools to a municipal government of a small town in USA to improve process efficiency, quality performance, and citizen satisfaction. In this case study, DMAIC (Define, Measure, Analyze, Implement, and Control) is used as a tool to define current issues, develop, and measure performance metrics, and recommend action plans. The result of this case study shows that applying the principles and tools of Lean Six Sigma provides an excellent way to improve the process efficiency and quality of providing public work services at a local government.


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