2134/10746
Ayham A.M. Jaaron
Ayham A.M.
Jaaron
Chris Backhouse
Chris
Backhouse
Lean manufacturing in public services: prospects for value creation
Loughborough University
2012
Public services
Lean manufacturing
Affective commitment
Service delivery
Mechanical Engineering not elsewhere classified
2012-10-23 07:41:10
Journal contribution
https://repository.lboro.ac.uk/articles/journal_contribution/Lean_manufacturing_in_public_services_prospects_for_value_creation/9565319
The purpose of this paper is to investigate the utilization
of lean manufacturing systems in public service operations for poten-
tial 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 documents collection. The Organizational
Commitment Questionnaire (OCQ) was administered among front-line
employees. Results show that lean manufacturing systems could create
signi cant added value to the business and employees. A strong relation-
ship was demonstrated between the lean manufacturing implementation
and the a ective commitment level of employees. This paper is one of a
few studies that demonstrate the applicability of manufacturing systems
in other settings and that they can generate significant added value for
the service department and its employees.