International Conference on Exploring Services Sciences: IESS1.0, Geneva, Switzerland

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Research Title: 
Lean Manufacturing in Public Services: Prospects for Value Creation
Ayham A.M. Jaaron
Chris J. Backhouse
Wed, 2010-02-17
IESS.pdf267.17 KB
Research Abstract: 
Public service operations have recently undergone a shift to adopt manufacturing systems in an attempt to face economical and operational challenges. 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 observations and 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 the working place, also 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 to public services and that they can generate significant added value for the overall service department.