The critical determinant of success in any industry is the customers’ perception of the products and services offered. Hence, organisations focus on customer satisfaction for service quality improvement, business growth, and sustainability. Although the Kano model has been used widely to elicit customers’ service quality requirements and improve customer satisfaction, the implementation of the Kano model in healthcare remains in its infancy and there is ambiguity in customer needs related to healthcare services. This paper provides a review of the literature on implementing the Kano model in healthcare through a systematic search of databases related to service quality improvement in the healthcare sector. The objective of this paper is to detail how the Kano model can be employed and integrated with other quality methodologies to obtain customer requirements and improve healthcare service quality. It is evident from this systematic review that customer needs and preferences vary with the type of care acquired and services offered by healthcare providers. The findings allow healthcare providers to comprehend customer needs related to service quality and develop sustainable improvement strategies. This article intends to propel further research in service quality improvement of the healthcare industry.

Purpose – This paper aims to present an analysis of the effectiveness of lean techniques and their applications in the supply chain using a survey administered across multiple industries. The objective of this research is to assess the performance of lean based on the specific techniques and implementation methods used, analyze strategies for implementing lean into the supply chain, and to analyze the reasons for both their success or failure. Design/methodology/approach – Through a survey administered across multiple industries to individuals familiar with lean concepts and techniques, lean performance is assessed both within the organization and their supply chain based on the specific techniques and strategies for implementation. Findings – Organizations indicated that training their suppliers in lean methodologies provided significant time and financial benefits. Research limitations/implications – Some implications for deploying lean in the supply chain in a variety of industries are discussed. A more extensive survey with a larger respondent pool will provide greater insight and a more statistically significant quantitative analysis. Originality/value – Prior research has focused mainly on the effect of continuous improvement practices on performance. In contrast, this research collected data through a survey administered across multiple industries and analyzed the effectiveness of specific lean techniques and their application in the supply chain.

This study presents a systematic review of the literature on the predicting student retention in higher education through machine learning algorithms based on measures such as dropout risk, attrition risk, and completion risk. A systematic review methodology was employed comprised of review protocol, requirements for study selection, and analysis of paper classification. The review aims to answer the following research questions: (1) what techniques are currently used to predict student retention rates, (2) which techniques have shown better performance under specific contexts?, (3) which factors influence the prediction of completion rates in higher education?, and (4) what are the challenges with predicting student retention? Increasing student retention in higher education is critical in order to increase graduation rates. Further, predicting student retention provides insight into opportunities for intentional student advising. The review provides a research perspective related to predicting student retention using machine learning through several key findings such as the identification of the factors utilized in past studies and methodologies used for prediction. These findings can be used to develop more comprehensive studies to further increase the prediction capability and; therefore, develop strategies to improve student retention.

This paper illustrates the systematic role played by Lean and Six Sigma continuous improvement systems in improving the quality of higher education. A systematic literature review was conducted to identify the relevant opportunities for successful introduction and development of Lean and Six Sigma approaches in higher education. A systematic review methodology was adopted to identify literature on Lean and Six Sigma in higher education. The systematic review of the relevant literature on the Lean and Six Sigma approaches in higher education suggested that these approaches can be applied to improve teaching methods, administrative processes, and other facets of higher education institutions. The introduction and implementation of these methodologies may improve the quality of higher education and add value that continuously enhances the customer (student) satisfaction. The systematic review also highlighted that extensive research was required for a comprehensive understanding of the applications, challenges, and benefits of Lean and Six Sigma in higher education. This paper can serve as a guide for various practices in the literature on implementing Lean and Six Sigma in higher education. Furthermore, the review can provide guidance on how Lean and Six Sigma approaches can be applied to improve the quality of higher education.

Purpose: The purpose of this paper is to explore the voice of the customer, key performance indicators, critical to quality characteristics, critical success factors, and commonly used tools and techniques for deploying the Lean Six Sigma (LSS) strategy in Indian private hospitals, with special attention to the medical records. Design/methodology/approach: The study utilizes the action research methodology to obtain a greater understanding of the use of LSS in the Indian healthcare sector. Multiple case studies were designed and successfully deployed to understand and ascertain challenges in LSS implementation. Five case studies were carried out in the Medical Records Departments (MRD) of four private hospitals in India. Findings: Patients perceive that waiting in queue harms their health, which can be rectified by addressing the cycle time of the system. The research also found that effective leadership, availability of data, involvement of cross-functional team and effective communication are critical to the success of LSS projects. In addition, control charts, cause and effect diagram, 5S, gemba, two-sample t-test, standardization, waste analysis and value stream mapping are some of the common tools used to improve healthcare systems. Research limitations/implications: The research was restricted to studying the impact of LSS on the workflow and resource consumption of the MRD in Indian allopathic hospitals only. The validity of the results can be improved by including more hospitals and more case studies from the healthcare sector in different countries. Originality/value: The findings will enable researchers, academicians and practitioners to incorporate the results of the study in LSS implementation within the healthcare system to increase the likelihood of successful deployment. This will provide greater stimulus across other departments in the hospital sector for wider and broader application of LSS for creating and sustaining process improvements.