Toward lean service 5.0: evaluation of future perspectives and trends

Abstract

Embracing the social, resilient, and sustainable dimensions focusing on human-machine cooperation marks the revolution known as X5.0. Combining lean with service 5.0 is the path to enhancing the lean capability of an organisation both at the operational and enterprise level, coining the term ‘Lean Services 5.0’ (LS5.0). This paper aims to evaluate the managerial implication of LS5.0 to identify opportunities and future research avenues toward Lean Services 5.0 based on the People, Process, Technology (PPT) framework. To achieve this aim, we mapped the current literature via the Systematic Search Flow (SSF) method. We developed the lean service 5.0 PPT framework and identified the 12 principles for an LS5.0 organization. These principles utilise new technologies to foster continuous improvement methods that provide data for value identification and create a reciprocal learning environment.