TitleVisual tools in service industries
NameMears, Amy Beth (author), Spell, Chester (chair), Garcia, Luis (internal member), Nave, Christopher (internal member), Rutgers University, Camden Graduate School,
DescriptionThis study advances the literature on Lean Six Sigma (LSS) and use of visual tools. The paper focuses on understanding the association between specific visual tools developed within LSS process improvement programs in a service industry and individual job performance, as measured by objective quality assurance reviews and moderated by the type of leader (low transformational vs. high transformational). I further build on the literature by using a within- subjects archival field methodology to test my hypothesis that quality of work will significantly change after visual tool implementation. The data was obtained from 114 employees and 23 managers of a Fortune 100 customer service company. Results show that there is a significant increase in quality scores when using visual tools. Transformational leadership did not moderate this relationship; however, individuals with highly transformational managers were significantly better performers regardless of the visual tools. Implications for further study and for organizations in how they may better design and implement organizational tools to produce positive outcomes for their employees and organizations in general are discussed.
NoteIncludes bibliographical references
Noteby Amy Beth Mears
CollectionCamden Graduate School Electronic Theses and Dissertations
Organization NameRutgers, The State University of New Jersey
RightsThe author owns the copyright to this work.