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Application of Lean Six Sigma in a knowledge industry : a case study of the audit business.
(IE University, 2020-03-18) Brashaw, Nigel Paul; Salvador, Fabrizio; https://ror.org/02jjdwm117
This dissertation explores the application and associated challenges of applying Lean Six Sigma in a knowledge work context, using the US asset management audit practice of a large professional services firm as a large-scale case study. This environment is significantly different from the manufacturing and services repetitive operations use-cases hitherto explored by the academic literature and process improvement practitioners.We explore the specific implementation challenges, or ‘restricting factors’ associated with the audit industry: high turnover/long-cycle times, significant seasonality and team composition, and then present the results of a two-part experimentation involving 97 engagement teams. Our results demonstrate that LSS can meaningfully improve efficiency while maintaining quality. In addition to the efficiency improvements observed, we identify ancillary benefits through the adoption of improvement initiatives. This study also discusses the implications of technology change – in particular Robotic Process Automation and the impact of this developing technology on the relevancy of Lean Six Sigma.