OPERATIONAL COMMUNICATIONS PROCESS AND PERFORMANCE: ROLE OF LEAN SIX SIGMA CRITICAL SUCCESS FACTORS

Abstract

The study aimed to examine how success factors of six sigma impact operations performance by analysing the operations communications process. For this purpose, data was collected through a self-administered questionnaire from 300 employees of the service industry using the purposive sampling technique. Employed a quantitative research approach and utilised a cross-sectional research design. The results of the PLS-Structural Equation Modelling technique indicate that various factors, such as project prioritising and selection reviews, project success stories, best practices and benchmarking, an effective lean six-sigma training programme, company involvement in lean six-sigma, and cultural change in LSS projects, have a positive and significant impact on operational performance. In simple terms, the findings indicate that the communication process in operations plays a crucial role in mediating the relationship between lean six-sigma practices and the performance of the service industry in Saudi Arabia. The study's significant mediating effect has made a valuable contribution to the existing literature, providing a foundation for other researchers to further explore their research using an expanded model. In practical terms, the findings provide valuable insights for service organisations in Saudi Arabia, highlighting the importance of prioritising effective communication channels throughout the duration of projects.