The Implementation of Lean Six Sigma Techniques: Effect on Customer Satisfaction and Retention in Manufacturing Industries in Lagos State, Nigeria

Lean Six Sigma concept emerged for waste elimination and continuous improvement. Manufacturing industries have tried to implement these techniques all over the world. The purpose of this research is to review the implementation of Lean Six Sigma techniques and their effects on customer satisfaction and retention in manufacturing industries in Lagos State, Nigeria. A descriptive case study was conducted in 64 selected regional manufacturing industries. A structured questionnaire was used to collect the data. The findings show that Kaban is the technique that is mostly used by these manufacturing industries. It also proved that strong significant relationships exist between Lean Six Sigma techniques and customer satisfaction and as well as customers retention. Manufacturing organizations should effectively adopt the usage of this technique to attain customer satisfaction, customer retention, continuous quality improvement, profit maximization, cost reduction, and waste elimination.