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Lean Service How to be successful in Lean and avoid problems

Törnbom, Hanna LU and Heed, Emilia (2013) BUSN68 20131
Department of Business Administration
Abstract
The main purpose is to analyse success factors and problems/difficulties in the implementation of Lean within three service sectors, the banking, the healthcare and the airline maintenance sector. The secondary purpose of this thesis is to analyse how Lean is being implemented in the above sectors. A qualitative method of research has been used based upon multiple case studies with Nordea, Braathens Technical and Skåne university hospital. The findings of this research have identified similarities in how the three organisations have implemented Lean, namely beginning as a management decision, continuing with appointing someone in the organisation, together with external consultant, education, Value Stream Mapping and the use of Lean tools.... (More)
The main purpose is to analyse success factors and problems/difficulties in the implementation of Lean within three service sectors, the banking, the healthcare and the airline maintenance sector. The secondary purpose of this thesis is to analyse how Lean is being implemented in the above sectors. A qualitative method of research has been used based upon multiple case studies with Nordea, Braathens Technical and Skåne university hospital. The findings of this research have identified similarities in how the three organisations have implemented Lean, namely beginning as a management decision, continuing with appointing someone in the organisation, together with external consultant, education, Value Stream Mapping and the use of Lean tools. This study has resulted in 13 identified factors that drive Lean success. These factors include management and managers commitment, leadership, change agents, education, employee commitment, decentralisation, visualisation, communication, setting goals, resources, team spirit and evaluations. Furthermore, this study has also resulted in ten identified factors that are perceived as a problem or difficulty. These factors include understanding and unwillingness to change, lack of time, leadership and previous change failures, shift work, standardisation and customer involvement. The study can conclude that the studied services are quite similar to each other concerning the above material. (Less)
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author
Törnbom, Hanna LU and Heed, Emilia
supervisor
organization
course
BUSN68 20131
year
type
H1 - Master's Degree (One Year)
subject
keywords
Lean service, implementation, success factors, problems/difficulties.
language
English
id
3911730
date added to LUP
2013-06-28 15:26:49
date last changed
2013-06-28 15:26:49
@misc{3911730,
  abstract     = {The main purpose is to analyse success factors and problems/difficulties in the implementation of Lean within three service sectors, the banking, the healthcare and the airline maintenance sector. The secondary purpose of this thesis is to analyse how Lean is being implemented in the above sectors. A qualitative method of research has been used based upon multiple case studies with Nordea, Braathens Technical and Skåne university hospital. The findings of this research have identified similarities in how the three organisations have implemented Lean, namely beginning as a management decision, continuing with appointing someone in the organisation, together with external consultant, education, Value Stream Mapping and the use of Lean tools. This study has resulted in 13 identified factors that drive Lean success. These factors include management and managers commitment, leadership, change agents, education, employee commitment, decentralisation, visualisation, communication, setting goals, resources, team spirit and evaluations. Furthermore, this study has also resulted in ten identified factors that are perceived as a problem or difficulty. These factors include understanding and unwillingness to change, lack of time, leadership and previous change failures, shift work, standardisation and customer involvement. The study can conclude that the studied services are quite similar to each other concerning the above material.},
  author       = {Törnbom, Hanna and Heed, Emilia},
  keyword      = {Lean service,implementation,success factors,problems/difficulties.},
  language     = {eng},
  note         = {Student Paper},
  title        = {Lean Service How to be successful in Lean and avoid problems},
  year         = {2013},
}