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International Journal of Quality & Reliability Management, Vol. 29, Iss. 1, 2012-01 ,pp. : 31-53

Emerald Group Publishing Ltd

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Reducing employees' turnover in transactional services: a Lean Six Sigma case study

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International Journal of Productivity and Performance Management, Vol. 59, Iss. 7, 2010-09 ,pp. : 688-700

Emerald Group Publishing Ltd

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Six Sigma for services: a service quality framework

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International Journal of Productivity and Quality Management, Vol. 7, Iss. 4, 2011-06 ,pp. : 463-483

Inderscience Publishers

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Six Sigma in banking services: a case study based approach

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International Journal of Six Sigma and Competitive Advantage, Vol. 5, Iss. 3, 2009-09 ,pp. : 251-271

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QUARNEWSS: a model for applying Six Sigma framework to achieve continuous quality and reliability improvement in new product development

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International Journal of Productivity and Quality Management, Vol. 7, Iss. 1, 2011-12 ,pp. : 44-73

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