Applicability of lean production practices in service operations: an analysis through the volume and variety perspective
DOI:
https://doi.org/10.5585/exactaep.v17n3.8384Keywords:
Lean production, Service operations, Volume, Variety.Abstract
Although lean production is rooted in manufacturing operations, service operations managers have increasingly sought this management model. Assuming that the type of process is a relevant variable for lean production, this article investigated the applicability of lean production practices in different types of service processes, in order to understand the implications of volume and variety dimensions for this system. For this purpose, six case studies were conducted in different service processes. Semi-structured interviews were carried out with managers of the case companies to analyze potential difficulties and opportunities for applying lean production. As a result, facilitators and barriers to the application of lean production practices related to service volume and variety dimensions were identified. These facilitators and barriers generated an initial framework that provides a starting point for future research.
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