SUNConferences, Southern African Institute of Industrial Engineering 2013

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Lean in Service Industry
Grace Mukondeleli Kanakana

Last modified: 2013-06-25


Lean Manufacturing has been traditionally associated with manufacturing industries; lately many service industries have adopted the methodology with the aim to improve their processes and customer satisfaction. This study seeks to explore whether implementing Lean manufacturing principles in service sector is feasible or viable and if those organisations that have implemented these principles have gained from utilizing the methodology. Qualitative research was conducted to assess service organisations that have implemented lean manufacturing principles and the study revealed that although the methodology was designed for manufacturing industries; service industries could implement lean principles and gain organisational competitiveness and customer satisfaction.

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