Publication: Development of lean six sigma training Modules for service sector.
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Date
2025-04
Authors
Azhan, Anis Masturina
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Abstract
The implementation of Lean Six Sigma (LSS) has matured in manufacturing, leading to its adoption in service sectors. Effective LSS training is essential for disseminating knowledge on process optimization, waste reduction, and quality enhancement. However, some manufacturing-focused LSS tools often lack suitability for service and require tailored training modules. Literature shows a trend toward using LSS tools—5S, Visual Management, PDCA, Waste Elimination, Root Cause Analysis, and Statistical Process Control—within services but absences on pre-implementation training. Comprehensive training modules are commonly underdeveloped in the service sector. In response, the research aims to develop LSS
training modules and evaluate the effectiveness of specific LSS tools across service sectors through case studies. The research used the ADDIE model for module development, encompassing five phases: Analyze, Design, Develop, Implement, and Evaluate. The Analysis phase assessed sector demands through need, task, and learner analysis with a survey of LSS experts. The Design phase outlined module content and validated for knowledge acquisition, activities, methods, scheduling, andoutcomes. The Development phase created the module structure, integrating theoretical content and gamification elements for enhanced engagement. The Implementation phase delivered content through case studies across three service sectors. The Evaluation phase applied the Kirkpatrick Model to assess training outcomes at the levels of reaction, learning, behavior, and results. The study used three research instruments: case studies, questionnaire surveys, and statistical analysis. The training involved 40 participants from logistics, healthcare, and higher education. Statistical analysis using
box plots and paired t-tests to compare pre- and post-training. Two key findings emerged: a 67.89% increase in the mean effectiveness rating post-training, indicating enhanced participant knowledge and skills, and a p-value of 0.00, demonstrating a significant improvement in training effectiveness. This research significantly advances LSS training for the service sector by adapting tools traditionally used in manufacturing to meet the uniquechallenge of service sectors, thus improving efficiency and customer satisfaction. The module was developed using the ADDIE model, providing a structured approach for training and integrating the Kirkpatrick Model for thorough evaluation.