Abstract
The study investigates how six sigma was implemented in a South African municipality.
Six sigma was selected to provide the case study company tools to improve
the quality of service. In recent years, the company has received an increase in
the number of complaints from the general public about the state of road infrastructure
and endless projects that cause traffic congestion. Six sigma is based on a
structured and systematic methodology known as define, measure, analyze, improve,
and control (DMAIC) steps. The choice of tools during steps of DMAIC is
systematically addressed to realize cost savings and improved quality in the South
African municipality. The study employed both qualitative and quantitative research
methods to gain a thorough understanding of six sigma implementation in
the case study company. The questionnaire was distributed to 100 participants in
the company using online platform google forms. In total, 79 responses were completed
and analysed. The information for this study came from two main sources:
primary data and secondary data. The primary data was gathered using questionnaires
and the secondary data was gathered using operational report analysis. The
study results are expected to benefit the employees, students and researchers by
providing an understanding of the implementation of six sigma in a South African
municipality.