Interviews

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    string(1593) "The term “lean production” refers to the set of tools and techniques used to streamline and improve a company’s production system. With its roots in the Toyota Production System, lean production aims to boost productivity while reducing waste. Companies that successfully embrace lean production methods can achieve impressive improvements in their performance. The superiority of a lean production system was first identified by Womack and Jones during their research on Japanese carmakers. Initially, it was believed that lean was only applicable to production, whereas today we know those principles can be applied in any sector.

With more and more organizations (not just manufacturing firms) turning to automation to try and solve every-day problems, lean production offers an approach that gives the operators and their work the dignity they deserve. This idea is best expressed by the concept of the andon, a cord hanging above lean production lines that operators can pull whenever they encounter a problem they can’t solve right way (this is the base of the fundamental lean principles of jidoka, “automation with a human touch”). Lean is clearly an alternative to reckless management that considers people as mere capital.

The main characteristics of a lean production system are the fact the different stages of production happen in a sequence without interruptions (known as flow) and that the pace of production is set by the customers (pull)."
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    string(1637) "While lean government and lean healthcare technically fall under this category, we consider lean service organizations to be those operating in areas like call centers, retail, hotels, restaurants, offices, banking, and so on. In such environments, there is a direct interaction with the customer, which should be seen as an opportunity to get real-time feedback on our service rather than a nuisance we have to deal with (if you have ever spoken with a customer care representative, you know what this means).

A common problem that practitioners trying to bring lean to services encounter is the difficulty to identify “the work” – whereas in manufacturing the product is in front of everyone’s eyes, in service organizations it is often hidden behind paperwork or a computer screen. Once the work is clearly visible, however, the opportunities for improvement are plentiful. To date, we have seen thousands of organizations striving to lean out the service they provide customers: from restaurants chains in the United States and China to a group of bakeries in Barcelona, from call centers to hotels, the application of lean services ideas can have an extraordinary impact on our economies. Especially if we consider that the service industry accounts for more than three-fifths of the global GDP and employs more than one-third of the global workforce.

Lean thinking is naturally a fit for the service industry, because of its focus on constantly delighting customers and on providing them with value-adding products."
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