Leanbana till toppen - En studie om Lean-implementering i skidsystem
Sammanfattning: The ski resort is a business unlike any other. While providing the customer with a service, it produces the service in a manner that in many respects resemble the traditional producing company. Therefore, since the challenges facing the ski resort are a mixture of what can be found in these different environments, this study aims to investigate the applicability of Lean principles in this context. With a qualitative approach based on direct observation, combined with survey data from 2819 respondents, we evaluate the expected effects on customer value of ten commonly defined Lean principles. The study finds that although Lean theory can help disseminate customers throughout the resort and provide greater transparency, the nature of the operations calls for caution. Diverse customer preferences makes it hard to find a common definition of customer value, leading to contradictions between theory and the empirical findings. Even though Lean provides measures for reducing waiting time, the number one priority of the respondents, these measures bears the risk of interfering with other expressed needs. Given this, the effects of implementing Lean, defined as a set of principles, might not all be positive in the context of the ski resort.
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