The extent of implementation and critical success factors of lean six sigma in commercial banks in Kenya
The objectives of this study were to find out the extent to which Lean Six Sigma is implemented within commercial banks in Kenya, and to determine the Critical Success Factors (CSFs) for implementation of Lean Six Sigma in commercial banks in Kenya. The respondents were made up of managers from these commercial banks in the Kenyan banking industry. The study adopted exploratory research. Primary data was collected using questionnaires and analyzed using descriptive statistics and factor analysis. The study found that the following application of tools and techniques of Lean and Six Sigma were used to a large extent; Voice of the Customers (VOC), Cause and effect analysis, Total Quality Management (TQM), Cross - functional work teams, Continuous Improvement (Kaizen), -Define- Measure- Analyse-Improve and Control (DMAIC) ,Total Preventive Maintenance and Plan, Do, Check, Act (PDCA). The study also found that two main ways through which the banks knew about Lean Six Sigma were through professional publications and through top management. All commercial banks agreed on the following as the main Critical Success Factors in the implementation of Lean Six Sigma; Effective Communication, Understanding tools and techniques within Lean Six Sigma, Effective use of Technology, Top down management commitment and participation, linking Lean Six Sigma to customers, Leadership and Environment that encourages the constant improvement of product and services.