Identification and Analysis of Productivity Enhancing Dimensions in Lean Service: A Grounded Theory Research

Abstract

Most of lean methods are attributed to manufacturing industry where a tangible product is produced. Thus, lean concepts and methods should be reassessed prior to their application to service processes. Application of lean thinking principles through minimizing wastes in service organizations can provide the bedrock for enhancing organizational productivity. Thus, the current inquiry set out to identify the productivity-enhancing lean service dimensions through Grounded Theory. To this end, the existing literature on lean service was extensively reviewed in the initial phase of the study and 32 faculty members in the field and experts in in Iranian service were interviewed. Having encoded the research data obtained based on Strauss and Corbin Grounded Theory, 30 concepts and 7 categories were extracted which identified the dimensions of lean service with supporting factors for the first time. The findings indicated workforce, customer, management, information system, continuous improvement, technology, and operation management as lean service dimensions. Applying this model to service organizations is assumed to assist the managers to manage their services more adequately by diminishing the waste and costs, and thereby, promoting productivity.

Keywords

• lean service
• lean service dimensions
• lean thinking
• service organization