These approaches are certainly great for what they were designed for improving a manufacturing process but they are not very good for what they were not designed for which is improving a service experience. I have found that this process improvement approach to service improvement can create some problems when used. Here are some of them. Heartless Graphics Design Service systems there are two key elements to any service experience competence and character. Competition is the efficiency accuracy speed ease of use value for money etc. Of the product and/or transaction; character is the kindness honesty attitude empathy relationship quality etc. Of the systems and people conducting the transaction.
Competition is a science based on logic; character is an art based on emotion. Competition requires the use of the head; character requires the use of the heart. And that's the crux. Typically we will hire technical people and perhaps promote them to higher positions because they are excellent at using their mind their head for science. It's natural to them they love doing logic they've probably studied it they have qualifications and maybe they've even won awards for doing it. But for them it may feel less natural to use their heart for an art.