..., changing the institution’s culture, identifying and reducing hidden costs, tackling process efficiency problems, establishing measures and so on. Process improvement Lean Six Sigma Higher education Organizational development Business process management In an ongoing competition...

... Quality management Organizational development Without doubt, most organisations today are experiencing relentless pressure to continuously develop and transform how they conduct their business (Johnson, 2004 ; Dervitsiotis, 1998). This turbulence has resulted in organisations facing critical...