2010 | OriginalPaper | Chapter
Lean Manufacturing in Public Services: Prospects for Value Creation
Authors : Ayham Jaaron, Chris Backhouse
Published in: Exploring Services Science
Publisher: Springer Berlin Heidelberg
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The purpose of this paper is to investigate the utilization of lean manufacturing systems in public service operations for potential added value. A case study of lean manufacturing implementation at a UK city council was carried out using in-depth interviews with key personnel coupled with documents collection. The Organizational Commitment Questionnaire (OCQ) was administered among front-line employees. Results show that lean manufacturing systems could create significant added value to the business and employees. A strong relationship was demonstrated between the lean manufacturing implementation and the affective commitment level of employees. This paper is one of a few studies that demonstrate the applicability of manufacturing systems in other settings and that they can generate significant added value for the service department and its employees.