lean production in service operations: a systematic review
DOI:
https://doi.org/10.14488/1676-1901.v18i3.3092Keywords:
Lean production. Service Operations. Operations management. Systematic review. Literature review.Abstract
This work aimed to survey the relevant scientific literature on the application of lean production in service operations, allowing identify research gaps from the critical analysis of literature. For this purpose, the databases Web of Knowledge and Scielo were chosen and, after setting the search keywords and apply the selection filters, it was obtained a portfolio of 51 articles. It was found that the health sector accounts for the vast majority of practical applications and case study has been the most used research method in empirical works. It was also noted that although the concept of lean production is accepted and widespread in some service operations, the use of lean production tools is still very low. Even considering the success stories, little evidence has been reported about the limits of applicability of lean production in service operations.
Downloads
References
ARBÓS, L. C. Design of a rapid response and high efficiency service by lean production principles: methodology and evaluation of variability of performance. International Journal of Production Economics, v. 80, n. 2, p. 169-183, 2002. https://doi.org/10.1016/S0925-5273(02)00316-X
BEN-TOVIM, D. I. et al. Redesigning care at the Flinders Medical Centre: clinical process redesign using “lean thinking. Medical Journal of Australia, v. 188, n. 6, p. 27-31, 2008.
BHAMU, J.; SANGWAN, K. S. Lean manufacturing: literature review and research issues. International Journal of Operations & Production Management, v. 34, n. 7, p. 876-940, 2014. https://doi.org/10.1108/IJOPM-08-2012-0315
BHASIN, S.; BURCHER, P. Lean viewed as a philosophy. Journal of Manufacturing Technology Management, v. 17, n. 1, p. 56-72, 2006.
https://doi.org/10.1108/17410380610639506
BLICK, K. E. Providing critical laboratory results on time, every time to help reduce emergency department length of stay how our laboratory achieved a six sigma level of performance. American Journal of Clinical Pathology, v. 140, n. 2, p. 193-202, 2013. https://doi.org/10.1309/AJCPNUTIPQTRRG0D
BOWEN, D. E.; YOUNGDAHL, W. E. “Lean” service: in defense of a production-line approach. International Journal of Service Industry Management, v. 9, n. 3, p. 207-225, 1998. https://doi.org/10.1108/09564239810223510
CANEL, C.; ROSEN, D.; ANDERSON, E. A. Just-in-time is not just for manufacturing: a service perspective. Industrial Management & Data Systems, v. 100, n. 1-2, p. 51-60, 2000. https://doi.org/10.1108/02635570010286104
CARLBORG, P.; KINDSTROM, D.; KOWALKOWSKI, C. A lean approach for service productivity improvements: synergy or oxymoron? Managing Service Quality, v. 23, n. 4, p. 291-304, 2013. https://doi.org/10.1108/MSQ-04-2013-0052
CARTER, B. et al. ‘All they lack is a chain’: lean and the new performance management in the British civil service. New Technology, Work and Employment, v. 26, n. 2, p. 83-97, 2011. https://doi.org/10.1111/j.1468-005X.2011.00261.x
CARTER, B. et al. Taxing times: lean working and the creation of (in) efficiencies in HM revenue and customs. Public Administration, v. 91, n. 1, p. 83-97, 2013. http://dx.doi.org/10.1111/j.1467-9299.2012.02073.x
CHENG, S. Y. et al. Improving access to health services: challenges in Lean application. International Journal of Public Sector Management, v. 28, n. 2, p. 121-135, 2015. https://doi.org/10.1108/IJPSM-05-2014-0066
CLARK, D. M.; SILVESTER, K.; KNOWLES, S. Lean management systems: creating a culture of continuous quality improvement. Journal of Clinical Pathology, v. 66, n. 8, p. 638-643, 2013. https://doi.org/10.1136/jclinpath-2013-201553
COLLAR, R. M. et al. Lean management in academic surgery. Journal of the American College of Surgeons, v. 214, n. 6, p. 928-936, 2012. https://doi.org/10.1016/j.jamcollsurg.2012.03.002
CROMWELL, S. et al. Improving autopsy report turnaround times by implementing lean management principles. Pediatric and Developmental Pathology, v. 21, n. 1, p. 41-47, 2018. https://doi.org/10.1177/1093526617707581
DAHLGAARD, J. J.; PETTERSEN, J.; DAHLGAARD-PARK, S. M. Quality and lean health care: a system for assessing and improving the health of healthcare organisations. Total Quality Management & Business Excellence, v. 22, n. 6, p. 673-689, 2011. https://doi.org/10.1080/14783363.2011.580651
DICKSON, E. W. et al. Use of lean in the emergency department: a case series of 4 hospitals. Annals of Emergency Medicine, v. 54, n. 4, p. 504-510, 2009. https://doi.org/10.1016/j.annemergmed.2009.03.024
DOĞAN, N. Ö.; UNUTULMAZ, O. Lean production in healthcare: a simulation-based value stream mapping in the physical therapy and rehabilitation department of a public hospital. Total Quality Management & Business Excellence, v. 27, n. 1-2, p. 64-80, 2016. https://doi.org/10.1080/14783363.2014.945312
DUNSFORD, J.; REIMER, L. E. Relationship-centered health care as a Lean intervention. International Journal for Quality in Health Care, v. 29, n. 8, p. 1020-1024, 2017. https://doi.org/10.1093/intqhc/mzx156
FURTERER, S.; ELSHENNAWY, A. K. Implementation of TQM and lean Six Sigma tools in local government: a framework and a case study. Total Quality Management & Business Excellence, v. 16, n. 10, p. 1179-1191, 2005. https://doi.org/10.1080/14783360500236379
GODINHO FILHO, M. Paradigmas estratégicos de gestão da manufatura: configuração, relações com o planejamento e controle da produção e estudo exploratório na indústria de calçados. 2004. 286 f. Tese (Doutorado em Engenharia de Produção) – Programa de Pós-Graduação de Engenharia de Produção, UFSCar, São Carlos, SP, 2004.
GODINHO FILHO, M.; FERNANDES, F. C. F. Manufatura enxuta: uma revisão que classifica e analisa os trabalhos apontando perspectivas de pesquisas futuras. Gestão & Produção, v. 11, n. 1, p. 1-19, 2004. http://dx.doi.org/10.1590/S0104-530X2004000100002
HADID, W.; MANSOURI, S. A. The lean-performance relationship in services: a theoretical model. International Journal of Operations & Production Management, v. 34, n. 6, p. 750-785, 2014. https://doi.org/10.1108/IJOPM-02-2013-0080
HADID, W.; MANSOURI, S. A.; GALLEAR, D. Is lean service promising? A socio-technical perspective. International Journal of Operations & Production Management, v. 36, n. 6, p. 618-642, 2016. https://doi.org/10.1108/IJOPM-01-2015-0008
HICKS, C. et al. Applying lean principles to the design of healthcare facilities. International Journal of Production Economics, v. 170, p. 677-686, 2015. https://doi.org/10.1016/j.ijpe.2015.05.029
HINES, P.; HOLWEG, M.; RICH, N. Learning to evolve: a review of contemporary lean thinking. International Journal of Operations & Production Management, v. 24, n. 10, p. 994-1011, 2004. https://doi.org/10.1108/01443570410558049
HYDES, T.; HANSI, N.; TREBBLE, T. M. Lean thinking transformation of the unsedated upper gastrointestinal endoscopy pathway improves efficiency and is associated with high levels of patient satisfaction. BMJ Quality & Safety, v. 21, n. 1, p. 63-69, 2012. https://doi.org/10.1136/bmjqs-2011-000173
JASTI, N. V. K.; KODALI, R. Lean production: literature review and trends. International Journal of Production Research, v. 53, n. 3, p. 867-885, 2015. https://doi.org/10.1080/00207543.2014.937508
KIM, C. S. et al. Lean health care: what can hospitals learn from a world-class automaker? Journal of Hospital Medicine, v. 1, n. 3, p. 191-199, 2006. https://doi.org/10.1002/jhm.68
KOLLBERG, B.; DAHLGAARD, J. J.; BREHMER, P.O. Measuring lean initiatives in health care services: issues and findings. International Journal of Productivity and Performance Management, v. 56, n. 1, p. 7-24, 2007. https://dx.doi.org/10.1108/17410400710717064
KRUSKAL, J. B. et al. Quality initiatives lean approach to improving performance and efficiency in a radiology department. Radiographics, v. 32, n. 2, p. 573-587, 2012. https://doi.org/10.1148/rg.322115128
LAGANGA, L. R. Lean service operations: reflections and new directions for capacity expansion in outpatient clinics. Journal of Operations Management, v. 29, n. 5, p. 422-433, 2011. https://doi.org/10.1016/j.jom.2010.12.005
LE, R. et al. Using lean principles to optimise inpatient phlebotomy services. Journal of Clinical Pathology, v. 67, n. 8, p. 724-730, 2014. https://doi.org/10.1136/jclinpath-2013-202097
LEYER, M.; MOORMANN, J. How lean are financial service companies really? Empirical evidence from a large scale study in Germany. International Journal of Operations & Production Management, v. 34, n. 11, p. 1366-1388, 2014. https://doi.org/10.1108/IJOPM-06-2013-0296
LIKER, J. K.; MORGAN, J. M. The Toyota way in services: the case of lean product development. Academy of Management Perspectives, v. 2, n. 20, p. 6-20, 2006. https://doi.org/10.5465/amp.2006.20591002
MALMBRANDT, M.; ÅHLSTRÖM, P. An instrument for assessing lean service adoption. International Journal of Operations & Production Management, v. 33, n. 9, p. 1131-1165, 2013. https://doi.org/10.1108/IJOPM-05-2011-0175
MARTIN, L. D. et al. Process improvement in the operating room using Toyota (lean) methods. Colombian Journal of Anesthesiology, v. 42, n. 3, p. 220-228, 2014. https://doi.org/10.1016/j.rcae.2014.05.006
MATTHIAS, O.; BROWN, S. Implementing operations strategy through Lean processes within health care: the example of NHS in the UK. International Journal of Operations & Production Management, v. 36, n. 11, p. 1435-1457, 2016. https://doi.org/10.1108/IJOPM-04-2015-0194
MCDERMOTT, A. M. et al. Restructuring of the diabetes day centre: a pilot lean project in a tertiary referral centre in the West of Ireland. BMJ Quality & Safety, v. 22, n. 8, p. 681-688, 2013. https://doi.org/10.1136/bmjqs-2012-001676
MEREDITH, J. O. et al. Are we operating effectively? A lean analysis of operating theatre changeovers. Operations Management Research, v. 4, n. 1, p. 89-98, 2011. https://doi.org/10.1007/s12063-011-0054-6
MING-TE, L.; KUO-CHUNG, M. A.; PAN, W. Using data mining technique to perform the performance assessment of lean service. Neural Computing and Applications, v. 22, n. 7-8, p. 1433-1445, 2013. https://doi.org/10.1007/s00521-012-0848-y
MONDEN, Y. Sistema Toyota de produção: uma abordagem integrada ao just-in-time. 4. ed. Porto Alegre: Bookman, 2015.
NARAYANAMURTHY, G.; GURUMURTHY, A.; CHOCKALINGAM, R. Applying lean thinking in an educational institute: an action research. International Journal of Productivity and Performance Management, v. 66, n. 5, p. 598-629, 2017. https://doi.org/10.1108/IJPPM-07-2016-0144
PAPADOPOULOS, T.; RADNOR, Z.; MERALI, Y. The role of actor associations in understanding the implementation of lean thinking in healthcare. International Journal of Operations & Production Management, v. 31, n. 1-2, p. 167-191, 2011. https://doi.org/10.1108/01443571111104755
PIERCY, N.; RICH, N. Lean transformation in the pure service environment: the case of the call service centre. International Journal of Operations & Production Management, v. 29, n. 1, p. 54-76, 2009. https://doi.org/10.1108/01443570910925361
RADNOR, Z. J.; HOLWEG, M.; WARING, J. Lean in healthcare: the unfilled promise? Social Science & Medicine, v. 74, n. 3, p. 364-371, 2012. https://doi.org/10.1016/j.socscimed.2011.02.011
ROBINSON, S. et al. SimLean: utilising simulation in the implementation of lean in healthcare. European Journal of Operational Research, v. 219, n. 1, p. 188-197, 2012. https://doi.org/10.1016/j.ejor.2011.12.029
SHAH, R.; WARD, P. T. Defining and developing measures of lean production. Journal of Operations Management, v. 25, n. 4, p. 785-805, 2007. https://doi.org/10.1016/j.jom.2007.01.019
SHAMSUZZAMAN, M. et al. Using Lean Six Sigma to improve mobile order fulfilment process in a telecom service sector. Production Planning & Control, v.29, n. 4, p. 301-314, 2018. https://doi.org/10.1080/09537287.2018.1426132
SHINGO, S. Sistema Toyota de Produção: do ponto de vista da engenharia de produção. Porto Alegre: Bookman, 1996.
SMITH, M.; PATON, S.; MACBRYDE, J. Lean implementation in a service factory: views from the front-line. Production Planning & Control, v.29, n. 4, p. 280-288, 2018. https://doi.org/10.1080/09537287.2017.1418455
SPRIGG, C. A.; JACKSON, P. R. Call centers as lean service environments: job-related strain and the mediating role of work design. Journal of Occupational Health Psychology, v. 11, n. 2, p. 197-212, 2006. https://doi.org/10.1037/1076-8998.11.2.197
STAATS, B. R.; BRUNNER, D. J.; UPTON, D. M. Lean principles, learning, and knowledge work: evidence from a software services provider. Journal of Operations Management, v. 29, n. 5, p. 376-390, 2011. https://doi.org/10.1016/j.jom.2010.11.005
STADNICKA, D.; RATNAYAKE, R. M. C. Enhancing performance in service organisations: a case study based on value stream analysis in the telecommunications industry. International Journal of Production Research, v. 55, n. 23, p. 6984-6999, 2017. https://doi.org/10.1080/00207543.2017.1346318
STANTON, P. et al. Implementing lean management/Six Sigma in hospitals: beyond empowerment or work intensification? The International Journal of Human Resource Management, v. 25, n. 21, p. 2926-2940, 2014. https://doi.org/10.1080/09585192.2014.963138
SUÁREZ-BARRAZA, M. F.; SMITH, T.; DAHLGAARD-PARK, S. M. Lean service: a literature analysis and classification. Total Quality Management & Business Excellence, v. 23, n. 3-4, p. 359-380, 2012. https://doi.org/10.1080/14783363.2011.637777
SULLIVAN, P. et al. Using lean methodology to improve productivity in a hospital oncology pharmacy. American Journal of Health-System Pharmacy, v. 71, n. 17, p. 1491-1498, 2014. https://doi.org/10.2146/ajhp130436
SWANK, C. K. The lean service machine. Harvard Business Review, v. 81, n. 10, p. 1-9, 2003.
THIRKELL, E.; ASHMAN, I. Lean towards learning: connecting lean thinking and human resource management in UK higher education. The International Journal of Human Resource Management, v. 25, n. 21, p. 2957-2977, 2014. https://doi.org/10.1080/09585192.2014.948901
TRANFIELD, D.; DENYER, D.; SMART, P. Towards a methodology for developing evidence-informed management knowledge by means of systematic review. British Journal of Management, v. 14, n. 3, p. 207-222, 2003. https://doi.org/10.1111/1467-8551.00375
VLACHOS, I.; BOGDANOVIC, A. Lean thinking in the European hotel industry. Tourism Management, v. 36, n. 1, p. 354-363, 2013. https://doi.org/10.1016/j.tourman.2012.10.007
WOMACK, J. P.; JONES, D. T. Lean thinking: banish waste and create wealth for your corporation. 2.ed. New York, NY: Free Press, 2003.
WOMACK, J. P.; JONES, D. T.; ROOS, D. A máquina que mudou o mundo. Rio de Janeiro: Campus, 1992.
WOMACK, J.; JONES, D. Lean consumption. Harvard Business Review, v. 83, n. 3, p. 58-68, 2005.
WOOD, S. J. et al. Revisiting the use and effectiveness of modern management practices. Human Factors and Ergonomics in Manufacturing, v. 14, n. 4, p. 415-432, 2004. https://doi.org/10.1002/hfm.20006
YOUSRI, T. A. et al. Lean thinking: can it improve the outcome of fracture neck of femur patients in a district general hospital? Injury: International Journal of the Care of the Injured, v. 42, n. 1, p. 1234-1237, 2011. https://doi.org/10.1016/j.injury.2010.11.024
Published
How to Cite
Issue
Section
License
The Journal reserves the right to make spelling and grammatical changes, aiming to keep a default language, respecting, however, the style of the authors.
The published work is responsibility of the (s) author (s), while the Revista Produção Online is only responsible for the evaluation of the paper. The Revista Produção Online is not responsible for any violations of Law No. 9.610 / 1998, the Copyright Act.
The journal allows the authors to keep the copyright of accepted articles, without restrictions
This work is licensed under a Creative Commons License .
