Hur kan Lean service management användas för att förbättra kundnöjdhet och effektivisera produktion- och uppföljningsskedet av byggprocessen?

Sammanfattning: The purpose of the study is to contribute to an increased understanding of the application of Lean service management in the production and monitoring phase of the construction process within real estate companies. The research questions investigate how Lean service management can improve customer satisfaction and efficiency, what obstacles can arise during implementation, and how Lean can develop in the future. Real estate companies must offer high-quality services while streamlining their operations to increase profitability as the industry has become increasingly service-focused. This study uses a qualitative, deductive method with a comparative research design to analyze how Lean service management is applied in real estate companies. Collected data consists of a literature review and semi-structured interviews with three respondents from different companies. The results show that Lean service management can streamline the production and monitoring phase of the construction process by identifying and eliminating waste of resources. The study emphasizes the importance of measuring improvements and using digital tools to create a holistic project approach. Implementing Lean requires management commitment, Lean training, and the involvement of the entire organization. With proper application, Lean service management can create win-win situations where the company, its employees, and the customer benefit. Future development of Lean service management in the production and monitoring phase of the construction process may include increased digitization and the use of AI models to streamline more processes. The study also concludes that a more efficient construction process is necessary to meet future environmental requirements and create sustainable solutions.