Operations Management: Sustainability and Supply Chain Management, Twelfth Edition

Lean in Services

Student Tip

Lean began in factories, but is now also used in services throughout the world.

The features of Lean apply to services—from hospitals to amusement parks and airlines—directly influencing the customers’ received value. The Lean attributes of respect for ­people, efficient processes with rigorous standard practices that drive out waste, and a focus on ­continuous improvement are pervasive vehicles for consistently generating value for all stakeholders. If there is any change in focus of Lean between manufacturing and services, it may be that the high level of customer interaction places added emphasis on enabling people ...