Lean philosophy and its applications in the service industry: a review of the current knowledge
Leite, Higor dos Reis; Vieira, Guilherme Ernani
http://dx.doi.org/10.1590/0103-6513.079012
Production, vol.25, n3, p.529-541, 2015
Abstract
This article presents an in-depth bibliographic study about the creation, principles, evolution, and practices of the lean philosophy oriented to the services sector. More than 70 papers about “lean thinking” – specially with focus on services – have been carefully reviewed. It presents the principles of lean service in an organized way, companies applying lean service, and best practices and tools in the implementation of lean service. It shows that lean service does not have a single or specific model of tools, practices or standards. In fact, it is a mix of tools and practices that must be applied according the situation found to be improved. Despite the lack of a standards and methodology for use in services, its best practices, inherited from manufacturing, when applied to services can generate large economic and financial results, as well as improvement of workers’ behavior. But, like any change process, this study shows that the application of lean in services also suffers resistance. There might be limitations when evaluating lean practices and principles to services, specially those that have not yet been well defined and reported. Other limitations are due to the scarce articles in the literature. However, this research showed that the use of the lean philosophy in services proved to be effective and quite worthwhile. Several cases analyzed presented significant gains and confirmed an increasing and promising future for service companies “thinking lean”.
Keywords
Lean service. Service performance improvement. Waste elimination. Lean philosophy.
References
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Abernathy, F. H., Dunlop, J. T., Hammond, J. H., & Weil, D. (2000). Control your inventory in a world of lean inventory. Harvard Business Review, 78(6), 169-176. PMid:11184971.
Ahlstrom, P. (2004). Lean service operations: Translating lean production principles to service operations. International Journal of services Technology and Management, 5(5-6), 545-564. http://dx.doi.org/10.1504/IJSTM.2004.006284
Allway, M., & Corbett, S. (2002). Shifting to lean service: Stealing a Page from Manufactures’ Playbooks. Journal of Organizational Excellence, 21(2), 45-54. http://dx.doi.org/10.1002/npr.10019
Apte, U. M., & Goh, C. (2004). Applying lean manufacturing principles to information intensive services. International Journal of services Technology and Management, 5(5-6), 488-506. http://dx.doi.org/10.1504/IJSTM.2004.006280
Araujo, C. A. S., Figueiredo, K. F., & Silberstein, A. C. (2009). Princípios Enxutos Aplicados em Serviços: Cinco Casos Brasileiros. In Anais do Simpósio de Excelência em Gestão e Tecnologia.
Arruda, I. M., & Luna, V. M. S. (2006). Lean service: a abordagem do lean System aplicada no setor de serviços. INEGEP.
Asif, M., Lowik, S., Weusthof, W., & Bruijn, E. J. D. (2010). Challenges in lean Implementation in Knowledge- Intensive services. In Proceedings of the International Manufacturing Symposium, Cambridge.
Bicheno, J. (2008). lean Toolbox for service Systems. England: lean Enterprise Research Centre, Cardiff Business School and University of Buckingham.
Bortolotti, T., Romano, P., & Nicoletti, B. (2010). Lean First, Then Automate: An Integrated Model for Process Improvement in Pure service-Providing Companies. IFIP Advances in Information and Communication Technology, 338, 579-586. http://dx.doi.org/10.1007/978-3-642-16358-6_72
Bowen, D. E., & Youngdahl, W. E. (1998). Lean service: in defense of a production-line approach. International Journal of Service Industry Management, 9(3), 207-225. http://dx.doi.org/10.1108/09564239810223510
Cerioli, D. (2009). As Atividades de Serviços. Universidade Estadual do Oeste do Paraná. Retrieved from http://www.unioeste.br.
Chase, R. B., & Apte, U. M. (2006). A history of Research in service Operation: What’s the big Idea. Journal Of Operations Management, 25, 375-386. http://dx.doi.org/10.1016/j.jom.2006.11.002
Chopra, S., & Meindl, P. (2004). Gerenciamento da Cadeia de Suprimentos: Estratégia, Planejamento e Operação. Ed. Pearson.
Cobra, M. (2004). Serviços: como construir valor para o cliente. São Paulo: Marcos Cobra. Correa, H. L. (2006). Gestão de serviços: lucratividade por meio de operações e de satisfação dos clientes. São Paulo: Atlas.
Cuatrecasas, L. (2004). A lean management implementation method in service operation. International Journal of services Technology and Management, 5(5-6), 532-544. http://dx.doi.org/10.1504/IJSTM.2004.006283
Dennis, P. (2008). Produção lean simplificada. Porto Alegre: Bookman. Fortes, C. S. (2010). Aplicabilidade de lean service na Melhoria de Serviços de Tecnologia da Informação (TI) (Dissertação de mestrado). Universidade Federal do Rio Grande do Sul.
Francischini, P. G., Miyake, D. I., & Giannini, R. (2006). Adaptação de conceitos de melhorias operacionais provinientes do lean Production em operações de serviços. In Anais do Encontro Nacional de Engenharia de Produção
George, M. L. (2004). Lean Seis Sigma para Serviços. Rio de Janeiro: Qualitymark.
Giannini, R. (2007). Aplicação de Ferramentas do Pensamento Enxuto na Redução de Perdas em Operações de Serviços (Dissertação de mestrado). Escola Politécnica, Universidade de São Paulo, São Paulo.
Jones, D. T. (2006). lean in Delivering services. Lean Summit 2006. São Paulo.
Julien, D. M., & Tjahjono, B. (2009). Lean Thinking Implementation at a safari park. Business Process Management Journal, 15(3), 321-335. http://dx.doi.org/10.1108/14637150910960585
Lee, S. M., Olson, D. L., Lee, S., Hwang, T., & Shin, M. S. (2007). Entrepreneurial applications of the lean approach to service industries. Service Industries Journal, 7-8, 973-987.
Levitt, T. (1972). Production-line approach to service. Harvard Business Review, 50(5), 20-31.
Levitt, T. (1976). The Industrialization of service. Harvard Business Review, 54(5).
Liker, J. K., & Morgan, J. M. (2006). The Toyota Way in services: The Case of lean Product Development. Academy of Management Perspectives, 5-20. http://dx.doi.org/10.5465/AMP.2006.20591002 Lovelock, C. (2001). Serviços: Marketing e Gestão. São Paulo: Saraiva.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47, 9-20. http://dx.doi.org/10.2307/1251193
Maister, D. H. (1985). The psychology of waiting lines. In J. A. Czepiel, M. R. Solomon & C. F. Suprenant (Eds.), The service Encounter: Managing Employee/Customer Interaction in service Business. Lexington: Lexington Books. PMid:4037768.
Maleyeff, J. (2006). Exploration of Internal service Systems Using lean Principles. Management Decision, 44(5), 674-689. http://dx.doi.org/10.1108/00251740610668914
Nascimento, A. L., & Francischini, P. G. (2004). Caracterização do Sistema de Operações de Serviço Enxuto. PIC-EPUSP, n. 2.
Ohno, T. (1997). O Sistema Toyota de Produção: além da produção em larga escala. Porto Alegre: Artes Médicas.
Piercy, N., & Rich, N. (2008a). High quality and low cost: the lean service centre. European Journal of Marketing, 43(11-12), 1477-1497.
Piercy, N., & Rich, N. (2008b). Lean Transformation in the pure service environment: the case of the call service centre. International Journal of Operations & Production Management, 29(1), 54-76. http://dx.doi.org/10.1108/01443570910925361
Portioli-Staudacher, A. (2010). Lean Implementation in services Companies. IFIP Advances in Information and Communication Technology, 338, 652-659. http://dx.doi.org/10.1007/978-3-642-16358-6_81
Rother, M., & Shook, J. (1999). Aprendendo a Enxergar – Mapeando o fluxo de valor para agregar valor e eliminar o desperdício. Lean Institute Brasil.
Sánchez, A. M., & Pérez, M. P. (2004). The Use of lean Indicators for Operations Management In services. International Journal of services Technology and Management, 5(5-6), 465-478. http://dx.doi.org/10.1504/IJSTM.2004.006278
Sarkar, D. (2007). Lean for service Organizations and Offices: a holistic approach for achieving operational excellence and improvements. American Society for Quality.
Schmenner, R. W., 1986. How can service businesses survive and prosper. Sloan Management Review, 27(3), 21-32. PMid:10300742.
Seddon, J., & O’Donovan, B. (2010). Rethinking lean service. Management services, 54(2), 14-19.
Selau, L. P. R., Pedó, G. B., Senff, D. S., & Saurin, T. A. (2009). Produção Enxuta no Setor de Serviços: Caso do Hospital de Clínicas de Porto Alegre - HCPA. Revista Gestão Industrial, 1(5), 122-140. http://dx.doi.org/10.3895/S1808-04482009000100008
Shingo, S. (1996). O Sistema Toyota de Produção - Do ponto de vista da engenharia de produção. Porto Alegre: Ed. Bookman. PMid:8905671.
Silvestro, R., Fitzgerald, L., Johnston, R., & Voss, C. A. (1992). Towards a classification of service processes. International Journal of Service Industry Management, 3(3), 62-75.
Slack, N., Chambers, S., & Johnston, R. (2002). Administração da Produção (2. ed.). São Paulo: Atlas.
Song, W., Tan, K. H., & Baranek, A. (2009). Effective toolbox for lean service implementation. International Journal of services and Standards, 5(1), 1-16. http://dx.doi.org/10.1504/IJSS.2009.021663
Staats, B. R., & Upton, D. M. (2009). Lean Principles, Learning, and Software Production: Evidence from Indian Software services. Working Paper. Harvard Business School.
Swank, C. K. (2003). The lean service Machine. Harvard Business Review, 123-129. PMid:14521103.
Venkat, K., & Wakeland, W. W. (2006). Using Simulation to Understand and Optimize a lean service Process.
Womack, J. P., & Jones, D. T. (2003). Lean thinking. Simon & Schuster.
Womack, J., & Jones, D. (2003). Lean Thinking, Banish Waste and Create Wealth in Your Corporation (rev.). Free Press.
Womack, J. P., & Jones, D. T. (2005). Lean Consumption. Harvard Business Review, 83(3), 58-68.
Womack, J. P., Jones, D. T., & Roos, D. (1992). A máquina que mudou o mundo (14. ed.). Rio de Janeiro: Campus.
Abernathy, F. H., Dunlop, J. T., Hammond, J. H., & Weil, D. (2000). Control your inventory in a world of lean inventory. Harvard Business Review, 78(6), 169-176. PMid:11184971.
Ahlstrom, P. (2004). Lean service operations: Translating lean production principles to service operations. International Journal of services Technology and Management, 5(5-6), 545-564. http://dx.doi.org/10.1504/IJSTM.2004.006284
Allway, M., & Corbett, S. (2002). Shifting to lean service: Stealing a Page from Manufactures’ Playbooks. Journal of Organizational Excellence, 21(2), 45-54. http://dx.doi.org/10.1002/npr.10019
Apte, U. M., & Goh, C. (2004). Applying lean manufacturing principles to information intensive services. International Journal of services Technology and Management, 5(5-6), 488-506. http://dx.doi.org/10.1504/IJSTM.2004.006280
Araujo, C. A. S., Figueiredo, K. F., & Silberstein, A. C. (2009). Princípios Enxutos Aplicados em Serviços: Cinco Casos Brasileiros. In Anais do Simpósio de Excelência em Gestão e Tecnologia.
Arruda, I. M., & Luna, V. M. S. (2006). Lean service: a abordagem do lean System aplicada no setor de serviços. INEGEP.
Asif, M., Lowik, S., Weusthof, W., & Bruijn, E. J. D. (2010). Challenges in lean Implementation in Knowledge- Intensive services. In Proceedings of the International Manufacturing Symposium, Cambridge.
Bicheno, J. (2008). lean Toolbox for service Systems. England: lean Enterprise Research Centre, Cardiff Business School and University of Buckingham.
Bortolotti, T., Romano, P., & Nicoletti, B. (2010). Lean First, Then Automate: An Integrated Model for Process Improvement in Pure service-Providing Companies. IFIP Advances in Information and Communication Technology, 338, 579-586. http://dx.doi.org/10.1007/978-3-642-16358-6_72
Bowen, D. E., & Youngdahl, W. E. (1998). Lean service: in defense of a production-line approach. International Journal of Service Industry Management, 9(3), 207-225. http://dx.doi.org/10.1108/09564239810223510
Cerioli, D. (2009). As Atividades de Serviços. Universidade Estadual do Oeste do Paraná. Retrieved from http://www.unioeste.br.
Chase, R. B., & Apte, U. M. (2006). A history of Research in service Operation: What’s the big Idea. Journal Of Operations Management, 25, 375-386. http://dx.doi.org/10.1016/j.jom.2006.11.002
Chopra, S., & Meindl, P. (2004). Gerenciamento da Cadeia de Suprimentos: Estratégia, Planejamento e Operação. Ed. Pearson.
Cobra, M. (2004). Serviços: como construir valor para o cliente. São Paulo: Marcos Cobra. Correa, H. L. (2006). Gestão de serviços: lucratividade por meio de operações e de satisfação dos clientes. São Paulo: Atlas.
Cuatrecasas, L. (2004). A lean management implementation method in service operation. International Journal of services Technology and Management, 5(5-6), 532-544. http://dx.doi.org/10.1504/IJSTM.2004.006283
Dennis, P. (2008). Produção lean simplificada. Porto Alegre: Bookman. Fortes, C. S. (2010). Aplicabilidade de lean service na Melhoria de Serviços de Tecnologia da Informação (TI) (Dissertação de mestrado). Universidade Federal do Rio Grande do Sul.
Francischini, P. G., Miyake, D. I., & Giannini, R. (2006). Adaptação de conceitos de melhorias operacionais provinientes do lean Production em operações de serviços. In Anais do Encontro Nacional de Engenharia de Produção
George, M. L. (2004). Lean Seis Sigma para Serviços. Rio de Janeiro: Qualitymark.
Giannini, R. (2007). Aplicação de Ferramentas do Pensamento Enxuto na Redução de Perdas em Operações de Serviços (Dissertação de mestrado). Escola Politécnica, Universidade de São Paulo, São Paulo.
Jones, D. T. (2006). lean in Delivering services. Lean Summit 2006. São Paulo.
Julien, D. M., & Tjahjono, B. (2009). Lean Thinking Implementation at a safari park. Business Process Management Journal, 15(3), 321-335. http://dx.doi.org/10.1108/14637150910960585
Lee, S. M., Olson, D. L., Lee, S., Hwang, T., & Shin, M. S. (2007). Entrepreneurial applications of the lean approach to service industries. Service Industries Journal, 7-8, 973-987.
Levitt, T. (1972). Production-line approach to service. Harvard Business Review, 50(5), 20-31.
Levitt, T. (1976). The Industrialization of service. Harvard Business Review, 54(5).
Liker, J. K., & Morgan, J. M. (2006). The Toyota Way in services: The Case of lean Product Development. Academy of Management Perspectives, 5-20. http://dx.doi.org/10.5465/AMP.2006.20591002 Lovelock, C. (2001). Serviços: Marketing e Gestão. São Paulo: Saraiva.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47, 9-20. http://dx.doi.org/10.2307/1251193
Maister, D. H. (1985). The psychology of waiting lines. In J. A. Czepiel, M. R. Solomon & C. F. Suprenant (Eds.), The service Encounter: Managing Employee/Customer Interaction in service Business. Lexington: Lexington Books. PMid:4037768.
Maleyeff, J. (2006). Exploration of Internal service Systems Using lean Principles. Management Decision, 44(5), 674-689. http://dx.doi.org/10.1108/00251740610668914
Nascimento, A. L., & Francischini, P. G. (2004). Caracterização do Sistema de Operações de Serviço Enxuto. PIC-EPUSP, n. 2.
Ohno, T. (1997). O Sistema Toyota de Produção: além da produção em larga escala. Porto Alegre: Artes Médicas.
Piercy, N., & Rich, N. (2008a). High quality and low cost: the lean service centre. European Journal of Marketing, 43(11-12), 1477-1497.
Piercy, N., & Rich, N. (2008b). Lean Transformation in the pure service environment: the case of the call service centre. International Journal of Operations & Production Management, 29(1), 54-76. http://dx.doi.org/10.1108/01443570910925361
Portioli-Staudacher, A. (2010). Lean Implementation in services Companies. IFIP Advances in Information and Communication Technology, 338, 652-659. http://dx.doi.org/10.1007/978-3-642-16358-6_81
Rother, M., & Shook, J. (1999). Aprendendo a Enxergar – Mapeando o fluxo de valor para agregar valor e eliminar o desperdício. Lean Institute Brasil.
Sánchez, A. M., & Pérez, M. P. (2004). The Use of lean Indicators for Operations Management In services. International Journal of services Technology and Management, 5(5-6), 465-478. http://dx.doi.org/10.1504/IJSTM.2004.006278
Sarkar, D. (2007). Lean for service Organizations and Offices: a holistic approach for achieving operational excellence and improvements. American Society for Quality.
Schmenner, R. W., 1986. How can service businesses survive and prosper. Sloan Management Review, 27(3), 21-32. PMid:10300742.
Seddon, J., & O’Donovan, B. (2010). Rethinking lean service. Management services, 54(2), 14-19.
Selau, L. P. R., Pedó, G. B., Senff, D. S., & Saurin, T. A. (2009). Produção Enxuta no Setor de Serviços: Caso do Hospital de Clínicas de Porto Alegre - HCPA. Revista Gestão Industrial, 1(5), 122-140. http://dx.doi.org/10.3895/S1808-04482009000100008
Shingo, S. (1996). O Sistema Toyota de Produção - Do ponto de vista da engenharia de produção. Porto Alegre: Ed. Bookman. PMid:8905671.
Silvestro, R., Fitzgerald, L., Johnston, R., & Voss, C. A. (1992). Towards a classification of service processes. International Journal of Service Industry Management, 3(3), 62-75.
Slack, N., Chambers, S., & Johnston, R. (2002). Administração da Produção (2. ed.). São Paulo: Atlas.
Song, W., Tan, K. H., & Baranek, A. (2009). Effective toolbox for lean service implementation. International Journal of services and Standards, 5(1), 1-16. http://dx.doi.org/10.1504/IJSS.2009.021663
Staats, B. R., & Upton, D. M. (2009). Lean Principles, Learning, and Software Production: Evidence from Indian Software services. Working Paper. Harvard Business School.
Swank, C. K. (2003). The lean service Machine. Harvard Business Review, 123-129. PMid:14521103.
Venkat, K., & Wakeland, W. W. (2006). Using Simulation to Understand and Optimize a lean service Process.
Womack, J. P., & Jones, D. T. (2003). Lean thinking. Simon & Schuster.
Womack, J., & Jones, D. (2003). Lean Thinking, Banish Waste and Create Wealth in Your Corporation (rev.). Free Press.
Womack, J. P., & Jones, D. T. (2005). Lean Consumption. Harvard Business Review, 83(3), 58-68.
Womack, J. P., Jones, D. T., & Roos, D. (1992). A máquina que mudou o mundo (14. ed.). Rio de Janeiro: Campus.
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