Enhancing performance in service organisations: a case study based on value stream analysis in the telecommunications industry

References

• Abdi, F., S. Shavarini, and S. Hoseini. 2006. “Glean Lean: How to Use Lean Approach in Services Industries?” Journal of Services Research 6: 191–206.
   Google Scholar
• Åhlström, P. 2004. “Lean Service Operations: Translating Lean Production Principles to Service Operations.” International Journal of Services Technology and Management 5 (5/6): 545–564.
   Google Scholar
• Antonelli, D., and D. Stadnicka. 2016. “Classification and Efficiency Estimation of Mistake Proofing Solutions by Fuzzy Inference.” 8th IFAC Conference on Manufacturing Modelling, Management and Control (MIM) Troyes, June 28–30. Ifac-PapersOnLine 49 (12): 1134–1139.
   Google Scholar
• Bertoni, A., M. Bertoni, M. Panarotto, C. Johansson, and T. Larsson. 2015. “Expanding Value Driven Design to Meet Lean Product Service Development.” Procedia CIRP 30: 197–202.10.1016/j.procir.2015.02.153
   Google Scholar
• Bortolotti, T., and P. Romano. 2012. “‘Lean First, Then Automate’: A Framework for Process Improvement in Pure Service Companies. A Case Study.” Production Planning & Control 23 (7): 513–522.10.1080/09537287.2011.640040
   Web of Science ®Google Scholar
• Carlborg, P., D. Kindström, and C. Kowalkowski. 2013. “A Lean Approach for Service Productivity Improvements: Synergy or Oxymoron?” Managing Service Quality: An International Journal 23 (4): 291–304.10.1108/MSQ-04-2013-0052
   Google Scholar
• Carter, B., A. Danford, D. Howcroft, H. Richardson, A. Smith, and P. Taylor. 2011. “Lean and Mean in the Civil Service: The Case of Processing in HMRC.” Public Money & Management 31 (2): 115–122.10.1080/09540962.2011.560708
   Web of Science ®Google Scholar
• Cavaness, J. P., and G. H. Mannochehri. 1993. “Building Quality into Services.” SAM Advanced Management Journal 3 (6): 4–8.
   Google Scholar
• Cervone, H. F. 2015. “Information Organizations and the Lean Approach to Service Delivery.” OCLC Systems & Services: International Digital Library Perspectives 31 (4): 158–162.10.1108/OCLC-07-2015-0007
   Google Scholar
• Corbett, S. 2007. “Beyond Manufacturing: The Evolution of Lean Production.” The McKinsey Quarterly, August.
   Google Scholar
• Dobrzykowski, D. D., K. L. McFadden, and M. A. Vonderembse. 2016. “Examining Pathways to Safety and Financial Performance in Hospitals: A Study of Lean in Professional Service Operations.” Journal of Operations Management 42–43: 39–51.10.1016/j.jom.2016.03.001
   Web of Science ®Google Scholar
• Edvardsson, B., and J. Olsson. 1996. “Key Concepts for New Service Development.” The Service Industries Journal 16 (2): 140–164.10.1080/02642069600000019
   Web of Science ®Google Scholar
• Furterer, S. L., ed. 2016. Lean Six Sigma in Service: Applications and Case Studies. Boca Raton, FL: CRC Press.
   Google Scholar
• Groop, J. 2012. “Theory of Constraints in Field Service: Factors Limiting Productivity in Home Care Operations.” Aalto University Publication Series. Doctoral diss., 47/2012. Unigrafia Oy Helsinki.
   Google Scholar
• Jenner, R. A. 1998. “Dissipative Enterprises, Chaos, and the Principles of Lean Organizations.” Omega 26 (3): 397–407.10.1016/S0305-0483(97)00067-4
   Web of Science ®Google Scholar
• Kumar Kundu, G., and Jayachandra Bairi. 2014. “A Scale for Measuring the Applicability of Lean Practices in IT Support Services.” Journal of Enterprise Information Management 27 (5): 623–643.10.1108/JEIM-02-2013-0005
   Google Scholar
• Lacerda, A. P., A. R. Xambre, and H. M. Alvelos. 2016. “Applying Value Stream Mapping to Eliminate Waste: A Case Study of an Original Equipment Manufacturer for the Automotive Industry.” International Journal of Production Research 54 (6): 1708–1720.10.1080/00207543.2015.1055349
   Web of Science ®Google Scholar
• LaGanga, L. R. 2011. “Lean Service Operations: Reflections and New Directions for Capacity Expansion in Outpatient Clinics.” Journal of Operations Management 29: 422–433.10.1016/j.jom.2010.12.005
   Web of Science ®Google Scholar
• Lanz, R., and A. Maurer. 2015. “Services and Global Value Chains – Some Evidence on Servicification of Manufacturing and Services Networks.” World Trade Organization-Economic Research and Statistics Division. WTO Working Paper ERSD-2015-03. Accessed February 8, 2017. https://www.wto.org/english/res_e/reser_e/ersd201503_e.pdf
   Google Scholar
• Lee, S. M., D. L. Olson, S.-H. Lee, T. Hwang, and M. S. Shin. 2008. “Entrepreneurial Applications of the Lean Approach to Service Industries.” The Service Industries Journal 28 (7): 973–987.10.1080/02642060701846853
   Web of Science ®Google Scholar
• Leite, H. D. R., and G. E. Vieira. 2015. “Lean Philosophy and Its Applications in the Service Industry: A Review of the Current Knowledge.” Production 25 (3): 529–541.10.1590/0103-6513.079012
   Google Scholar
• Liker, J. K., and D. Meier. 2006. The Toyota Way Fieldbook. New York: McGraw-Hill.
   Google Scholar
• Malmbrandt, M., and P. Åhlström. 2013. “An Instrument for Assessing Lean Service Adoption.” International Journal of Operations & Production Management 33 (9): 1131–1165.10.1108/IJOPM-05-2011-0175
   Web of Science ®Google Scholar
• Mĺkva, M., V. Prajová, B. Yakimovich, A. Korshunov, and I. Tyurin. 2016. “Standardization – One of the Tools of Continuous Improvement.” International Conference on Manufacturing Engineering and Materials, ICMEM 2016, Nový Smokovec, June 6–10. Procedia Engineering 149: 329–332.
   Google Scholar
• Morlock, F., and H. Meier. 2015. “Service Value Stream Mapping in Industrial Product-Service System Performance Management.” Procedia CIRP 30: 457–461.10.1016/j.procir.2015.02.128
   Google Scholar
• Mosadeghrad, A. M. 2014. “Factors Influencing Healthcare Service Quality.” International Journal of Health Policy and Management 3 (2): 77–89.10.15171/ijhpm.2014.65
   PubMedGoogle Scholar
• Nallicheri, N., T. C. Bailey, and J. S. Cade. 2004. “The Lean, Green Service Machine.” Strategy+Business. Accessed November 24, 2015. https://www.strategy-business.com/article/04403?Gko=02740
   Google Scholar
• NT&IA. 1994. National Telecommunications and Information Administration. Federal Register: September 19, [Docket No. 940955-4255]. Accessed November 24, 2015. https://www.gpo.gov/fdsys/pkg/FR-1994-09-19/html/94-23033.htm
   Google Scholar
• Ohno, T. 1988. The Toyota Production System: Beyond Large-scale Production. Portland, OR: Productivity Press.
   Google Scholar
• Papalexi, M., D. Bamford, and B. Dehe. 2016. “A Case Study of Kanban Implementation within the Pharmaceutical Supply Chain.” International Journal of Logistics Research and Applications 19 (4): 239–255.10.1080/13675567.2015.1075478
   Web of Science ®Google Scholar
• Piercy, N., and N. Rich. 2009. “High Quality and Low Cost: The Lean Service Centre.” European Journal of Marketing 43 (11/12): 1477–1497.10.1108/03090560910989993
   Web of Science ®Google Scholar
• Radnor, Z., and R. Johnston. 2013. “Lean in UK Government: Internal Efficiency or Customer Service?” Production Planning & Control 24 (10–11): 903–915.10.1080/09537287.2012.666899
   Web of Science ®Google Scholar
• Radnor, Z., and S. P. Osborne. 2013. “Lean: A Failed Theory for Public Services?” Public Management Review 15 (2): 265–287.10.1080/14719037.2012.748820
   Web of Science ®Google Scholar
• Ratnayake, R. M. C., and O. Chaudry. 2015. “Performance Improvement of Oil and Gas Industry via Lean Concept: A Case Study from Valves Requisition.” Proceedings of the IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), IEEM15-P-0058, Singapore.
   Google Scholar
• Ratnayake, R. M. C., and O. Chaudry. 2017. “Maintaining Sustainable Performance in Operating Petroleum Assets via a Lean-six-sigma Approach: A Case Study from Engineering Support Services.” International Journal of Lean Six Sigma 8 (1) 35–52
   Web of Science ®Google Scholar
• Ronan, M. 2001. “Lean Supply: The Design and Cost Reduction Dimensions.” European Journal of Purchasing and Supply Management 7: 227–242.
   Google Scholar
• Rother, M., and J. Shook. 1999. Learning to See: Value Stream Mapping to Add Value and Eliminate Muda. Brookline, MA: The Lean Enterprise Institute.
   Google Scholar
• Shou, W., J. Wang, P. Wu, X. Wang, and H.-Y. Chong. 2017. “A Cross-sector Review on the Use of Value Stream Mapping.” International Journal of Production Research 55: 3906–3928.10.1080/00207543.2017.1311031
   Web of Science ®Google Scholar
• Silva, C., M. Tantardini, A. P. Staudacher, and K. Salviano. 2010. “Lean Production Implementation: A Survey in Portugal and a Comparison of Results with Italian, UK, and USA Companies.” Proceedings of the 17th International Annual European Operations Management Association (EurOMA) Conference – Managing Operations in Services Economies. Porto.
   Google Scholar
• Stadnicka, D., and R. M. C. Ratnayake. 2015. “Simple Approach for Value Stream Mapping for Business Process Analysis.” Proceedings of the IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), IEEM15-P-0032, Proceedings of the 2015 IEEE IEEM, Singapore, 88–94.10.1109/IEEM.2015.7385614
   Google Scholar
• Stadnicka, D., and R. M. C. Ratnayake. 2016. “Minimization of Service Disturbance: VSM Based Case Study in Telecommunication Industry.” 8th IFAC Conference on Manufacturing Modelling, Management and Control (MIM), Troyes, June 28–30. PapersOnLine 49 (12): 255–260.
   Google Scholar
• StratForm. 2010. “Achieving a ‘Lean Service’ Breakthrough.” Accessed November, 24 2015. https://www.stratform.com/lean_services.htm
   Google Scholar
• Suárez-Barraza, M. F., and J. Ramis-Pujol. 2010. “Implementation of Lean-Kaizen in the Human Resource Service Process: A Case Study in a Mexican Public Service Organization.” Journal of Manufacturing Technology Management 21 (3): 388–410.10.1108/17410381011024359
   Google Scholar
• Suárez-Barraza, M. F., T. Smith, and S. M. Dahlgaard-Park. 2012. “Lean Service: A Literature Analysis and Classification.” Total Quality Management & Business Excellence 23 (3–4): 359–380.10.1080/14783363.2011.637777
   Web of Science ®Google Scholar
• Swank, C. K. 2003. “The Lean Service Machine.” Harvard Business Review 81 (10): 123–129.
   PubMed Web of Science ®Google Scholar
• Tay, C. K., and S. L. Chen. 2016. “Cost Estimation of a Service Family Based on Modularity.” International Journal of Production Research 54 (10): 3059–3079.10.1080/00207543.2016.1156781
   Web of Science ®Google Scholar
• Thurer, M., and M. Stevenson. 2016. “Card-based Delivery Date Promising in Pure Flow Shops with Order Release Control.” International Journal of Production Research 54 (22): 6798–6811.10.1080/00207543.2016.1177672
   Web of Science ®Google Scholar
• Weigel, A. L. 2000. “A Book Review: Lean Thinking by Womack and Jones.” Accessed 24 November 2015. http://web.mit.edu/esd.83/www/notebook/WomackJones.PDF
   Google Scholar
• Womack, J. P., and D. T. Jones. 2005. “Lean Consumption.” Harvard Business Review. Accessed November 24, 2015. https://hbr.org/2005/03/lean-consumption
   Google Scholar
• Wyskiel, D. 2012. “Value Stream Mapping of Telecommunication Service in a Telecommunication Company.” Unpublished work under supervision of Dorota Stadnicka, Rzeszow.
   Google Scholar
• Yu, A. T. W., Q. Shen, J. Kelly, and K. Hunter. 2006. “Investigation of Critical Success Factors in Construction Project Briefing by Way of Content Analysis.” Journal of Construction Engineering and Management 132 (11): 1178–1186.10.1061/(ASCE)0733-9364(2006)132:11(1178)
   Web of Science ®Google Scholar
• Zhao, P., I. Rasovska, and B. Rose. 2016. “Integrating Lean Perspectives and Knowledge Management in Services: Application to the Service Department of a CNC Manufacturer.” IFAC-PapersOnLine 49 (12): 77–82.10.1016/j.ifacol.2016.07.553
   Google Scholar