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Ohno, T. Piercy, N. High quality and low cost: the lean service centre. European Journal of Marketing, 43 , Lean Transformation in the pure service environment: the case of the call service centre. Portioli-Staudacher, A. Lean Implementation in services Companies. Rother, M. Lean Institute Brasil. Sarkar, D. Lean for service Organizations and Offices: a holistic approach for achieving operational excellence and improvements. American Society for Quality. Schmenner, R. How can service businesses survive and prosper.

Sloan Management Review, 27 3 , Seddon, J. Rethinking lean service. Management services, 54 2 , Selau, L. Shingo, S. Porto Alegre: Ed. Silvestro, R. Towards a classification of service processes.

Process Improvement Examples – Types of Process Improvement

International Journal of Service Industry Management, 3 3 , Slack, N. Song, W. Effective toolbox for lean service implementation. International Journal of services and Standards, 5 1 , Staats, B. Working Paper. Harvard Business School. Swank, C. The lean service Machine. Harvard Business Review , Venkat, K. Using Simulation to Understand and Optimize a lean service Process. Womack, J. Lean thinking. Free Press. Lean Consumption. Harvard Business Review, 83 3 , Rio de Janeiro: Campus. This is an Open Access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Services on Demand Journal. Special Section Lean philosophy and its applications in the service industry: a review of the current knowledge. ABSTRACT This article presents an in-depth bibliographic study about the creation, principles, evolution, and practices of the lean philosophy oriented to the services sector.

History and evolution of lean production and services According to a study conducted by Cerioli , the services sector has already demonstrated its relevance as an economic activity since classical Greece, when young people received education. Researches and main contributions To allow a better understanding of the evolution of lean service, it is important to understand its origins, evolution and the main contributions during its evolution.

Swank Through case study proved that the use of lean principles can improve performance. Cuatrecasas Case studies using lean tools that reduced cycle time and increased efficiency and Ahlstrom Presentation of concepts of lean service and restrictions on their application. Abdi et al. Giannini Adaptation and Application of lean tools in back office and front office services, through a case study. Bicheno First book to present a set of tools for lean service. Fourteen office wastes. Lee et al. Araujo et al. Song et al. Asif et al.

Continuous Improvement Software | Continual Improvement Platform

Portioli-Staudacher Statements that lean techniques are being implemented in high volume, but low variety of processes and focus on back office activities. Bortolotti et al. Fortes lean techniques applicable to IT processes. Based on this statement, there are two fundamental variables in the relationship of service delivery: customers being the first, and the employees who deliver the service.

Use of five elements: people, processes, partners, troubleshooting and promotions. Bicheno - The new wastes: making the wrong product to be efficient, human capital, inappropriate systems, energy and water and natural resources. Lean Service: focus on the customers and on time The service area, differently from the manufacturing area, strongly depends on human factors, which is responsible for the prospection, execution and delivery of service to the customer, who expects service with high quality.

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Principles of Lean Consumption 1. Provide exactly what the customer wants. Companies applying lean service and main results Once analyzed the principles of lean service, a second step is a study to verify the companies that have been using the lean philosophy in services and the improvements being obtained. Southwest Airlines Elimination of services costs, flow and speed of service delivery, and creation of a service experience for customers.

Shouldice Hospital Cost reduction, remarkable recovery rates of patients, greater availability of operating rooms and hospitalization. Jefferson Pilot Financial Company Improved operation and increased revenue. Wal-Mart Eliminated the need to hold the stocks in the back of the store or in a warehouse. Zara It offers a wide variety of clothing, but avoid large inventories and counting on a quick response to the market. Monongahela Valley Hospital Dramatic reduction in infections. Allegheny General Hospital Dramatic reduction in infections. Significant reduction of costs, savings on storage space, reduction of labor costs.

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Lotte- Mart. Significant cost savings by outsourcing logistics. Disney Theme Parks Developed processes to ensure quality. Elimination of non-value added activities, eliminating unnecessary displacement of patients and reducing the number of hospitalizations. Elimination of non-value added activities. Hospital Dr. Badim Reduction of trade-offs of performance combining efficiency and flexibility.

Lean Continuous Process Improvement (CPI)

Elimination of activities that do not add value by improving efficiency and agility. Elimination of non-value added activities, reducing pharmacy costs. Best practices and tools applied to lean service It is important to know the tools that are being adapted and applied to lean service. Concluding remarks This article is one of the first known researches to present a bibliographic study about the creation and evolution of lean service, with principles and practices oriented to the services sector.

References Abdi, F. Received: February 07, ; Accepted: November 10, How to cite this article. First lean approach in services with case study and definition of the characteristics of lean service. Similarity between the techniques used in manufacturing and services, as well as lean service principles. Through case study proved that the use of lean principles can improve performance. Case study with applications of lean thinking in information-intensive services. Case studies using lean tools that reduced cycle time and increased efficiency and Presentation of concepts of lean service and restrictions on their application.

Validation of the study by Ahlstrom , by means of indicators that measure the lean service application level. A six-step model to solve the customer problems and use of a consumption map. Use of simulation tools to analyze process optimization in the service sector.


Establishes that the most important element in the service sector is the human variable. Using the principles of the Toyota model with an effective integration of people, processes and technology. Lean principles applied to services and seven wastes applied to services. Adaptation and Application of lean tools in back office and front office services, through a case study. First book to present a set of tools for lean service. The relevance of IT tools, once they support lean systems during implementations. Applicability of lean techniques in a service environment with three case studies in service companies.

Demonstrated the existence of a synergy between the evidence-based medicine and lean thinking to the promotion of medical practice quality and efficient process management. A case study in a software provider that used lean to improve its operations. List of service-oriented lean tools and each type of service may require different tools. View Values Team. Adonis Apia Transdatix. Clients Cases of success Alliances. Partner program Universities Partners directory.

Process-BPM Consulting. Diagnosis BPM. Technological consultancy. Interoperability Diagnosis. ICT Security. Knowledge Management.

E-learning platform offer. What is Apia? What is Transdatix? Cases of success. In hardware product-centric applications, a program of continuous improvement based on customer feedback allows the manufacturer to improve the quality of the product, enhance product capabilities in subsequent products, and identify opportunities to streamline manufacturing processes—rersulting in reduced costs. Service Industries. In service-focused industries, continuous improvement is implemented to improve efficiency and strengthen the quality of service delivery.

From a catering operation to a car wash business, these firms must regularly measure customer satisfaction and observe activities in order to identify opportunities to improve results. Software Companies. In waterfall, a product is developed according to detailed specifications and the completed application is tested for bugs. The bugs are repaired and a new release is tested, with the expectation of a diminishing number of bugs over time.

Agile methods incorporate shorter development cycles and provide continuous customer feedback, with subsequent releases that are improved in terms of capability, quality, and performance. PDCA is most often a circle with no beginning or end, meaning that continuous improvement is a process that never stops. Remember, the process is a cycle. If the test fails, repeat the entire process. If it works, monitor results and start over again with a new plan to promote additional improvements. The work of continuous improvement is never-ending.