A Systematic Literature Review on Using Six Sigma Methodology to Improve Customs Service Quality: Evidence from MENA Region

Abstract

This systematic literature review examines the application of Six Sigma methodology in various sectors across the Middle East and North Africa (MENA) region, with a particular focus on its potential for improving performance within customs services. The review synthesizes findings from numerous studies that have explored Six Sigma's effectiveness in diverse sectors such as healthcare, banking, education, and tourism. The results indicate that Six Sigma has significantly enhanced operational efficiency, service quality, and organizational performance, often through its data-driven approach to process improvement and waste reduction. Despite the extensive application of Six Sigma in these sectors, its implementation in the customs sector remains relatively underexplored. The review highlights the potential benefits of Six Sigma for customs operations, including reducing processing time, improving accuracy in customs declarations, and increasing overall service quality. However, successful implementation requires strong leadership support, employee training, and integration with technological advancements. The review concludes by identifying key challenges and proposing directions for future research, emphasizing the need for targeted studies on Six Sigma’s role in transforming customs services in the MENA region to foster more efficient and competitive customs operations.