Assessment of Public Sector Service Readiness in Implementing Six Sigma Methodology in an Indonesian Context

Authors

  • Maria Anityasari Department of Industrial and System Engineering, Faculty of Industrial and Systems Engineering, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia
  • Brigitta Mayori Puteri Department of Industrial and System Engineering, Faculty of Industrial and Systems Engineering, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia
  • Agus Imam Sonhaji 1) Department of Industrial and System Engineering, Faculty of Industrial and Systems Engineering, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia; 2) Surabaya City Government, Surabaya Indonesia
  • Komang Nickita Sari 1) Department of Industrial and System Engineering, Faculty of Industrial and Systems Engineering, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia; 3) Department of Industrial Engineering, Faculty of Advanced Technology and Multidiscipline, Universitas Airlangga, Surabaya, Indonesia
  • Reza Aulia Akbar Department of Industrial and System Engineering, Faculty of Industrial and Systems Engineering, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia
  • Rindi Kusumawardani Department of Industrial and System Engineering, Faculty of Industrial and Systems Engineering, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia
  • Hiroyuki Ishizaki Visiting Professor, Shibaura Institute of Technology, Tokyo, Japan

Abstract

Abstract - Implementing Six Sigma in the public sector, particularly in emerging countries, presents challenges and opportunities for improving service quality. This study assesses the readiness of the Surabaya City Office for Population Administration and Civil Registration (COPACR) to adopt Six Sigma to enhance operational efficiency. Using a framework derived from existing literature, the assessment focused on four key areas: upper management ability, middle management commitment, organisational capability, and change readiness. Data were collected through interviews, direct observation, and questionnaires. The findings indicate that while COPACR shows strong leadership and adequate organisational systems, it lacks readiness in middle management’s awareness of customer-related performance and in managing rapid organisational change. Addressing these gaps is essential for ensuring successful and sustainable Six Sigma implementation. This study contributes a structured approach to evaluating Six Sigma readiness in the public sector and offers practical insights for similar institutions in developing countries aiming to improve service delivery through quality management methodologies.

Keywords - Critical Success Factor, Developing country, Public services, Readiness assessment, Six Sigma

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Submitted

2025-09-09

Published

2025-09-10

Conference Proceedings Volume

Proceedings of The 9th International Conference on Management in Emerging Markets (ICMEM) SBM ITB

Section

Articles