Lean Service Implementation Success Factors

Krystyna Lisiecka, Iwona Burka

Abstract

Purpose: The aim of this study was to assess the validity of the factors which have influence on the Lean Service (LS) principles implementation process that serves to improve the organization and economics of district heating companies operating on the Polish market.
Methodology: Diagnostic survey carried out in the selected trade industries.
Findings: Assessing the significance of the effective LS principles implementation factors, which serves to improve the functioning of district heating companies, has revealed the most important factor, which is – according to the respondents – a focus on minimizing waste in processes. Several waste groups were identified and distinguished. They are for example: waste resulting from the employees passive behaviors, unused creativity of employees, unnecessary motion. Answering the question asked in the title of the paper – according to the research - you can ascertain that the effective LS conception principles implementation success factors are, in particular: the involvement of management in process improvement, staff attitude to minimize waste in processes. The research resulted in the formulation of conclusions, one of which says that an effective remedy for the organization members passive behaviors can be Lean Behaviours.
Originality: This is a first unique study on the topic of the Lean Service implementation success factors in the heat engineering. The achieved results can be useful for district heating companies as a guidance to improve management systems in those organizations.

 

References

Allway, M., Corbett S., (2002), Shifting to lean service: stealing a page from manufacturers’ playbooks, Journal of Organizational Excellence, Vol. 21, Nr 2, pp. 45-54

Aluchna, M., Ploszajski P., (2008), Japanese management. Continuity and change, SGH, Warsaw

Babbie, E., (2004), Social research in practice, Scientific Publishers PWN, Warsaw

Ball, D.R., Maleyeff, J., (2003), Lean Management of Environmental Consulting, Journal of management in engineering, Nr 1, pp. 17-24

Benjamin, C.T., (2013), A Study of Behaviours that Retard the Implementation of Lean Operations, The Journal of the Association of Professional Engineers of Trinidad and Tobago, Vol. 41, Nr 1, pp. 43-48

Bhasin, S., (2013), Impact of corporate culture on the adoption of the Lean principles, International Journal of Lean Six Sigma, Vol. 4 Nr 2, pp. 118-140

Bicheno, J., (2008), The Lean Toolbox for Service Systems, PICSIE Books, Buckingham

Bowen, D.E., Youngdahl, W.E., (1988), Lean service: in defense of a production-line approach, International Journal of Service Industry Management, Vol. 9, Nr 3, pp. 207-225

Brandt, D., (2012), A lean take on Edison’s lab, Industrial Engineer, March, pp. 50-52

Burgess, N., Radnor, Z.J., (2012), Service improvement in the English National health service: Complexities and tensions, Journal of Management & Organization, Vol. 18, Nr 5, pp. 594-607

Burgess, N., Radnor, Z., (2013), Evaluating Lean in healthcare, International Journal of Health Care Quality Assurance, Vol. 26, Nr 3, pp. 220-235

Emiliani, M.L., (2004), Improving business school courses by applying lean principles and practices, Quality Assurance in Education, Vol. 12, Nr 4, pp. 175-187

Fillingham, D., (2007), Can Lean save lives, Leadership In Health Services, Vol. 20, Nr 4, pp. 231–241

Gliatis, V., Minis, I., Lavasa, K. M., (2008), Assessing the impact of failures in service operations using experimental design with simulation, International Journal of Quality & Reliability Management, Vol. 30, Nr 1, pp. 23-46

Hammer, M., (2004), Deep change: how operational innovation can transform your company, Harvard Business Review, Vol. 82, Nr 4, pp. 84-95

Hines, P., Martins, A.L. , Beale, J., (2008), Testing the boundaries of lean thinking: observations from the legal public sector, Public Money & Management, Vol. 28, Nr 1, pp. 35-40

Hummer, J., Daccarett, C., (2009), Improvement in Prescription Renewal Handling by Application of the Lean Process, Nursing Economic$, Vol. 27, Nr 3, pp. 197-201

Jakonis, A., Kulturowe uwarunkowania Lean management, (2011), Trippner P., The importance of micro and macro processes in the functioning and development of socio-economic system, Publishing of The Academy of Entrepreneurship and Management in Lodz, Lodz

Kawa, M., (2010), Tendencje zmian zatrudnienia w sektorze usług w Polsce na tle krajów Unii Europejskiej, http://www.ur.edu.pl/pliki/Zeszyt17/33.pdf, 12.04.2015

Liker, J.K., Hoseus, M. (2008), Toyota Culture: The Heart and Soul of the Toyota Way, MT Biznes, Warsaw opracowanie własne na podstawie

Lisiecka K, I. Burka I.(2011), Koncepcja Lean Management i kierunki jej rozwoju, Problemy Jakości, Nr 6

Lisiecka K, Burka I., O rodzajach marnotrawstwa w dorobku literatury nauk o zarządzaniu, [w:] Tendencje w zarządzaniu. Konteksty teoretyczne i rozważania praktyczne, A. Bajdak, M. Nowak, A. Samborski, H. Zawadzki (red.), UE Katowice, Katowice 2013, s. 15-25;

Maleyeff, J., (2006), Exploration of internal service systems using lean principles, Management Decision, Vol. 44, Nr 5, 674, 689

Mann, D., (2005), Creating a Lean Culture. Tools to Sustain Lean Conversion, Productivity Press, New York

Mojarana, F., Morelli, A., (2012), Lean banking, Wydawnictwo M, Cracow

Nachmias, D., Frankfotr-Nachmias, Ch. (2001), Research methods in social sciences, Publisher Zysk i S-ka, Poznan

Piercy, N., Rich, N., (2009), High quality and low cost: the lean service centre, European Journal of Marketing”, Vol. 43, Nr 11/12, pp. 1477-1497

Radnor Z, Walley, P., Stephens, A., Bucci, G., (2006), Evaluation of the lean approach to business management and its use in the public sector, Scottish Executive Social Reasearch, Edinburgh

Radnor, Z.J., Boaden, R., (2008), Lean in public services – Panacea or paradox? Public Money and Management, Vol. 28, Nr 1, pp. 3–7

Shook, J., (2010), How to change a culture: Lessons from NUMMI, MITSloan Management Review, Vol. 51 , Nr 2, pp. 62-68

Sobanska, I., (2010), Managerial Accounting. Operational and strategic approach, C.H. Beck, Warsaw

Spear, S., Bowen, H.K., (1999), Decoding the DNA of the Toyota production system, Harvard Business Review, Vol. 77, Nr 5, pp. 96-106

Suarez-Barraza, M.F., Smith, T., Dahlgaard-Park, S.M., (2009), Lean-kaizen public service: an empirical approach in Spanish local governments, The TQM Journal, Vol. 21, Nr 2, pp. 143-167

Suarez-Barraza, M. F. Ramis-Pujol, J., (2010), Implementation of Lean-Kaizen in the human resource service process. A case study in a Mexican public service organization, Journal of Manufacturing Technology Management, Vol. 21, Nr 3, pp. 388-410

Teehan, R., Tucker, W., (2010), A simplified lean method to capture customer voice, International Journal of Quality and Service Sciences, Vol. 2, Nr 2, pp. 175-188

Vermaak, T.D. (2008), Critical success factors for the implementation of Lean Thinking in South African manufacturing organization, University of Johannesburg,, Johannesburg,

Walentynowicz, P., (2011), Determinants of successful implementation of lean organization in companies in Poland, Nogalski, B., Wierzbicka, B., Systemic aspects of organizational management, University of Gdansk, Sopot

Waters, D., (2001), Operational management. Goods and services, Scientific Publishers PWN, Warsaw

Womack, J.P., Jones, D.T. (2010), Lean Solutions: How Companies and Customers Can Create Value and Wealth Together, LEI Poland, Wroclaw

Womack, J.P., Jones, D.T., Roos, D., (1990), The machine that changed the world, Macmillan Publishing Company, New York

Youngdahl, W.E., (1998), Lean service: in defense of a production-line approach, International Journal of Service Industry Management, Vol. 9, Nr 3, pp. 207-225

Pracujący w rolnictwie, przemyśle i usługach (2014), http://rynekpracy.org/x/989321, 12.04.2015

Authors

Krystyna Lisiecka
krystyna.lisiecka@ue.katowice.pl (Primary Contact)
Iwona Burka
Lisiecka, K., & Burka, I. (2016). Lean Service Implementation Success Factors. Quality Innovation Prosperity, 20(1), 72–94. https://doi.org/10.12776/qip.v20i1.640
Copyright and license info is not available

Article Details

Waste Analysis in the Speaker Box Assy Process to Reduce Lead Time in the Electronic Musical Instrument Industry

Tri Aprianto, Arif Nuryono, Indra Setiawan, Hibarkah Kurnia, Humiras H. Purba
Abstract View : 1088
Download :614

Identification of the Elements and Systematisation of the Pillars of Solid Waste Management

Maximilian Espuny, Ana Carolina Ferreira Costa, José Salvador da Motta Reis, Luís César...
Abstract View : 1074
Download :670