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In a resource constrained business world, strategic choices must be made on process improvement and service delivery. There are calls for more agile forms of enterprises and much effort is being directed at moving organizations from a complex landscape of disparate application systems to that of an integrated and flexible enterprise accessing complex systems landscapes through service oriented architecture (SOA). This paper describes the analysis of strategies to detect supporting business services. These services can then be delivered in a variety of ways: web-services, new application services or outsourced services. The focus of this paper is on strategy content analysis to identify those strategies that are common to lines of business and thus can be supported through shared services. A case study of a state government is used to show the analytical method and the detection of shared strategies.

PurposeThe aim of this research is to explore the implementation of Six Sigma in service organisations. The focus of the investigation is on identifying critical success factors (CSFs), critical‐to quality (CTQ) characteristics, tools and techniques and key performance indicators (KPIs), and also to understand the issues emerging from the implementation process.Design/methodology/approachExploratory empirical evidence is provided through four in‐depth case studies of organisations mainly in Singapore. They include a hospital, a public service organisation, a consultancy service and a hotel.FindingsThe major findings include an understanding about the suitability of Six Sigma implementation in service organisations. Management support and team member support emerged as primary success factors. The CTQs include time and cost, while use of soft tools instead of rigorous statistical tools are preferred by service organisations. At the project level, KPIs are understood more as CTQs. Additionally; various interesting practical difficulties emerged from the case studies.Research limitations/implicationsA main limitation of this study is the small number of organisations studied and that are mainly from a single geographical location. Furthermore, the exploratory nature of the study demands rigorous in‐depth studies. The practical difficulties identified will have major implications for managers. The framework including the CSFs, CTQs, KPIs, and tools and techniques, will be a useful guide for both practitioners and academicians.Originality/valueThere are limited studies about Six Sigma implementation in service organisations. This paper provides a framework and a paradigm shift from viewing its implementation through a manufacturing lens.

This book focuses on understanding the status quo of sustainable practices in industry operations from an emerging economy perspective, presenting various practices in India. In order to offer a balance between theory and practice, it provides guidelines for applying models to achieve the goal of sustainability in this competitive environment. The chapters include theoretical perspectives, models and empirical evidence on sustainable practices from Indian industries. The book also presents a scholarly perspective on sustainable operations from various researchers and practitioners in India for a global audience in academia and industry.