Lean implementation in a service factory: views from the front-line
通过行动研究方法，调查英国呼叫中心的精益实施，发现正确实施精益能同时提升流程效率、客户体验和员工满意度，强调实施需以客户满意为核心并适应组织情境。
The deployment of Lean methods in service work is increasingly viewed as a legitimate response more efficient front-line service delivery. However, there are mixed results with process efficiency gains frequently marginalised by losses in employee satisfaction and customer focus. It is suggested that these sub-optimal outcomes result from partial adoptions of Lean with emphasis on process efficiency neglecting employee and customer outcomes. Utilising Action Research this paper investigates a Lean implementation within a UK call centre. This research finds that Lean when implemented properly can lead to improved process efficiency, a better customer experience and increased employee satisfaction. It suggests that to achieve these optimum outcomes Lean implementations must as a priority be focused on creating customer satisfaction and be customised to fit with particular contingencies in the organisational context such as the nature of the interface between the front-line worker and the customer.