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Lean Service: A literature analysis and classification

Suarez-Barraza, Manuel F.; Smith, Tricia and Dahlgaard-Park, Su Mi LU (2012) In Total Quality Management & Business Excellence 23(3-4). p.359-380
Abstract
The service sector in the USA accounts for 80% of gross domestic product. However, in spite of the pivotal role of the service sector in the US economy and its impact on daily life, the level of productivity in this sector has been much lower than that of the manufacturing area. This situation has been in existence for some time, but in the current context, there are growing external pressures to reduce costs, increase flexibility, improve quality and cut down on lead times. Companies are thus turning their attention to the manufacturing sector with the aim of implementing their techniques and methods which encourage a 'lean' approach. The purpose of this article is to review the extant literature on the subject that goes under the... (More)
The service sector in the USA accounts for 80% of gross domestic product. However, in spite of the pivotal role of the service sector in the US economy and its impact on daily life, the level of productivity in this sector has been much lower than that of the manufacturing area. This situation has been in existence for some time, but in the current context, there are growing external pressures to reduce costs, increase flexibility, improve quality and cut down on lead times. Companies are thus turning their attention to the manufacturing sector with the aim of implementing their techniques and methods which encourage a 'lean' approach. The purpose of this article is to review the extant literature on the subject that goes under the umbrella-title of 'Lean Service', analyse it, classify it into preliminary categories and suggest possible gaps in the research literature from the point of view of researchers and practitioners. The paper systematically categorises the published literature where the term Lean Service appears, including the early publications on the subject. Then, the categories are revised and analysed methodically. The research found that the literature referring to Lean Service can vary widely from the exploration of the meaning of the concept, its applications (case studies), the setting up of theoretical concepts (models) to the generation of new definitions. Within each category, certain gaps have been identified and possible future lines of research which clarify and distinguish the concept of Lean Service. In addition, within the category of 'applications', sub-categories have been identified such as banks and financial institutions, the health sector, education, the airline industry, and hotels and restaurants. The paper aspires to be of interest as much to researchers as to professionals in the service industry, whether they have middle management responsibilities, or are service managers, and also to all those employees whose work is related to this sector, with the object of understanding the management of service organisations from the Lean Service perspective. (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Lean Thinking, Lean Service, literature review, analysis, classification
in
Total Quality Management & Business Excellence
volume
23
issue
3-4
pages
359 - 380
publisher
Routledge
external identifiers
  • wos:000305393100008
  • scopus:84860161341
ISSN
1478-3363
DOI
10.1080/14783363.2011.637777
language
English
LU publication?
yes
id
1ab0d347-6a90-4011-8757-1faf5095ef87 (old id 2890987)
date added to LUP
2012-07-25 16:31:34
date last changed
2017-11-19 03:59:00
@article{1ab0d347-6a90-4011-8757-1faf5095ef87,
  abstract     = {The service sector in the USA accounts for 80% of gross domestic product. However, in spite of the pivotal role of the service sector in the US economy and its impact on daily life, the level of productivity in this sector has been much lower than that of the manufacturing area. This situation has been in existence for some time, but in the current context, there are growing external pressures to reduce costs, increase flexibility, improve quality and cut down on lead times. Companies are thus turning their attention to the manufacturing sector with the aim of implementing their techniques and methods which encourage a 'lean' approach. The purpose of this article is to review the extant literature on the subject that goes under the umbrella-title of 'Lean Service', analyse it, classify it into preliminary categories and suggest possible gaps in the research literature from the point of view of researchers and practitioners. The paper systematically categorises the published literature where the term Lean Service appears, including the early publications on the subject. Then, the categories are revised and analysed methodically. The research found that the literature referring to Lean Service can vary widely from the exploration of the meaning of the concept, its applications (case studies), the setting up of theoretical concepts (models) to the generation of new definitions. Within each category, certain gaps have been identified and possible future lines of research which clarify and distinguish the concept of Lean Service. In addition, within the category of 'applications', sub-categories have been identified such as banks and financial institutions, the health sector, education, the airline industry, and hotels and restaurants. The paper aspires to be of interest as much to researchers as to professionals in the service industry, whether they have middle management responsibilities, or are service managers, and also to all those employees whose work is related to this sector, with the object of understanding the management of service organisations from the Lean Service perspective.},
  author       = {Suarez-Barraza, Manuel F. and Smith, Tricia and Dahlgaard-Park, Su Mi},
  issn         = {1478-3363},
  keyword      = {Lean Thinking,Lean Service,literature review,analysis,classification},
  language     = {eng},
  number       = {3-4},
  pages        = {359--380},
  publisher    = {Routledge},
  series       = {Total Quality Management & Business Excellence},
  title        = {Lean Service: A literature analysis and classification},
  url          = {http://dx.doi.org/10.1080/14783363.2011.637777},
  volume       = {23},
  year         = {2012},
}