Lean six sigma for ISO/IEC 17025 laboratories: an action research study on improving operational performance

Purpose This study aims to investigate how Lean Six Sigma (LSS) can be applied to improve the operational performance of ISO/IEC 17025 accredited laboratories while ensuring compliance with regulatory requirements. It examines how LSS, supported by Action Research (AR), can be adapted to address inefficiencies in laboratory workflows. Design/methodology/approach An AR methodology was adopted in an industrial laboratory, enabling a participatory and iterative improvement process. The study followed the DMAIC framework, supported by tools such as Value Stream Mapping, cause-and-effect analysis, 5 Whys, 5S, Standard Work and visual management. Data were collected from 2023 to 2024 to establish a baseline and assess performance improvements. Findings The implementation of LSS led to significant improvements, including a 41% increase in productivity, a 19% reduction in testing lead time and a 70% decrease in response time for communicating deadlines, while maintaining a 98% on-time delivery rate. Improvements were driven by enhanced process visibility, reduced variability, better planning and the introduction of a digital scheduling tool. Research limitations/implications The study is based on a single case study, limiting generalisability. Future research should explore multiple contexts and long-term sustainability and the integration of LSS with emerging digital technologies. Practical implications The findings provide a structured framework for laboratory managers to improve efficiency, responsiveness and compliance through LSS and digital planning tools. Originality/value This study contributes to the limited empirical research on the integration of LSS in ISO/IEC 17025 environments, demonstrating how the DMAIC framework can be operationalised in regulated laboratory contexts through a structured and participatory approach.