Abstract

Tis research aims to identify critical success factors in six sigma implementation in a service-oriented organization Idea Cellular Limited in India. The company has recently implemented a six sigma project. A semi-structured interview was conducted to identify the critical success factors responsible for the successful implementation of the project.

The paper is organized in the following manner: the first section provides the background of selected literature in the field of six sigma in service sector and critical success factors available in the literature. Next, the research objectives and methodology are described, followed by the results, discussion and finally the study limitations and indication for further research.

Keywords: Six sigma, GPRS, CSAT, COPIS