Lean implementation in service companies

Abstract

Service companies have been implementing Lean only in recent years. In this research three third party logistic companies and seven companies of the financial sector have been thoroughly interviewed and showed a few interesting aspects on the way they implemented Lean. They are implementing Lean in high volume low variety processes and focus on back office activities, which are most similar to manufacturing. Focus on flow, releasing real pull systems and attention to pacing the flow are the aspects that have been less developed and considered not applicable -or not worth applying- in services. © 2010 IFIP International Federation for Information Processing.