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Lean manufacturing in public services: prospects for value creation

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journal contribution
posted on 23.10.2012, 07:41 by Ayham A.M. Jaaron, Chris Backhouse
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.



  • Mechanical, Electrical and Manufacturing Engineering


JAARON, A.A.M. and BACKHOUSE, C.J., 2010. Lean manufacturing in public services: prospects for value creation. IN: Morin, J.-H., Ralyté, J., Snene, M. (eds). Exploring Services Sciences: First International Conference, IESS 2010, Geneva, Switzerland, February 17-19, 2010. Lecture Notes in Business Information Processing; 53, pp.45-57.


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Lecture Notes in Business Information Processing;53