Are you lean or just mean - Application of Lean Principles in F2F Service Operations

Detta är en D-uppsats från Handelshögskolan i Stockholm/Institutionen för företagande och ledning

Sammanfattning: The purpose of the thesis was to analyze whether specific organizational changes could be interpreted as an application of lean principles. Furthermore the aim was to study what the potential effects of such changes could be in terms of productivity. The study concludes that the organizational changes that have taken place in the dental practices show many similarities to the concept of lean. Furthermore, evidence has been found that such initiatives have had significant impact on the performance of the dental practices. Various types of wastes have been successfully eliminated by stressing that it is possible and relevant to apply the concept of lean to face-to-face service operations. the need for quality awareness permeating the company as well as increasing the competencies of the work force, enabling a redefinition of the roles in the daily operations. In relation thereof we have concluded that it is possible and relevant to apply the concept of lean to face-to-face service operations.

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