Article citations

    J. Maleyeff, “Improv-ing Service Delivery in Government with Lean Six Sigma,” IBM Center for The Business of Government, Washington, 2007.

has been cited by the following article:

  • TITLE: Factors Impacting Innovation in New Service Offerings
  • AUTHORS: John Maleyeff
  • KEYWORDS: Service Science, Service Innovation, Lean Six Sigma, Service Development
  • JOURNAL NAME: Journal of Service Science and Management DOI: 10.4236/jssm.2011.42014 Sep 05, 2014
  • ABSTRACT: Factors that affect the level of innovation in projects to develop new service offerings are analyzed based on field re-search results from 84 service innovation projects. Personal characteristics of developers, process and customer type, and an important characteristic of their organization (i.e., whether or not they possess a strong Lean Six Sigma or simi-lar process improvement orientation) are analyzed. It is shown that, although personal characteristics, process type, or customer type do not affect the level of innovation, organizations with a strong Lean Six Sigma orientation had a lower incidence of radical innovation recommendations.