An-Najah Staff

This paper examines a new form of innovative models of operation, known as the Vanguard Method, applied to service departments by investigating its impact on organisational resources utilisation and cost reduction. Two case studies were conducted in UK private sector organisations using semi-structured interviews, at different levels, and documents collection. Results show that service demand predictability, waste reduction, and demand one stop resolution were the main factors associated with cost reduction. The value of this paper is the identification of factors promoting resources utilisation of applying the Vanguard Method to service organizations.