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Lean services: a systematic review

机译：精益服务：系统回顾

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Purpose - The purpose of this paper is to highlight the importance of Lean methodology through an exhaustive literature review, and its implications and application in the service industry right from its initiation in 1990s till date. Design/methodology/approach - The paper summarises the evolution of Lean in services and has systematically classified the reviewed literature in four dimensions, namely time, publisher, region and content. Further under "time" dimension, the literature is classified into Pre-Lean era, Lean awareness era, Lean Exploration era and Lean implementation era. Under the "content" dimension, the categories include theoretical foundation, frameworks/models and application/case studies. Findings - The analysis inferred; Lean is gaining roads in services, though the research is still at nascent stage. Lean is applicable in services though transfer of Lean manufacturing principles to services has certain limitations because of the characteristics of services. The need is to focus on process difference between services and manufacturing. Respect for people and employment engagement is critical to Lean in service. The authors identified the necessity to standardise the Lean service definition, principles, and tools and to develop guidelines for structured implementation in service industry. Research limitations/implications - Though multiple databases have been taken-up but that does not assume that the literature presented in this paper is by any means comprehensive. Development of a standard model/framework for Lean services is critical for future research. Rigorous industry-specific studies, specifically in developing nations are another area for future research. Future studies could analyse the impact of join applications and possible links between Lean service and other approaches like TQM, Six Sigma, etc., with an aim of process improvement. Practical implications - This paper would serve as a resource for Lean practitioners as well as researchers as a fundamental platform, contributing to Lean body of knowledge. Social implications - Service industry has special significance to the society in large. Many services including governments, public interest services, non-profit organisations, healthcare, banking, consulting, etc., has a significant share across markets. Lean being a proven methodology for successful process improvements has to be looked at from a services perspective. This paper helps in such interest. Originality/value - Publications reviewing the adoption of Lean in services is scarce in literature. This paper serves as an excellent resource for research on the subject and will facilitate academicians and practitioners to objectively understand Lean in service sector.
机译：目的-本文的目的是通过详尽的文献综述来突出精益方法的重要性，以及从1990年代开始至今对服务业的启示和应用。设计/方法论/方法-本文总结了精益服务的发展，并从时间，发布者，地区和内容四个维度对评论文献进行了系统地分类。在“时间”维度下，文献又分为前瘦时代，瘦意识时代，精益探索时代和精益实施时代。在“内容”维度下，类别包括理论基础，框架/模型和应用程序/案例研究。调查结果-推断的分析；尽管研究还处于起步阶段，但精益化正在逐步发展。精益适用于服务，尽管由于服务的特性，将精益制造原则转换为服务具有某些限制。需要关注服务和制造之间的流程差异。尊重人和雇佣关系对于精益服务至关重要。作者认为有必要标准化精益服务的定义，原理和工具，并为服务行业的结构化实施制定指南。研究的局限性/意义-尽管已经采用了多个数据库，但是这并不意味着本文中介绍的文献是全面的。为精益服务开发标准模型/框架对于将来的研究至关重要。严格的针对特定行业的研究，尤其是针对发展中国家的研究，是未来研究的另一个领域。未来的研究可能会分析联接应用程序的影响以及精益服务与TQM，Six Sigma等其他方法之间可能的链接，以改善流程。实际意义-本文将作为精益实践者和研究人员的资源，是为精益知识体系做出贡献的基础平台。社会影响-服务业对整个社会具有特殊意义。许多服务（包括政府，公共利益服务，非营利组织，医疗保健，银行，咨询等）在整个市场中占有重要份额。从服务的角度来看，精益是成功进行流程改进的一种行之有效的方法。本文对这种兴趣有所帮助。独创性/价值-审查在服务中采用精益的出版物很少。本文是该主题研究的极佳资源，将有助于院士和从业人员客观地了解服务业的精益。

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