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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/10746

Title: Lean manufacturing in public services: prospects for value creation
Authors: Jaaron, Ayham A.M.
Backhouse, C.J.
Keywords: Public services
Lean manufacturing
Affective commitment
Service delivery
Issue Date: 2010
Citation: 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.
Series/Report no.: Lecture Notes in Business Information Processing;53
Abstract: 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.
Version: Accepted for publication
DOI: 10.1007/978-3-642-14319-9_4
URI: https://dspace.lboro.ac.uk/2134/10746
Publisher Link: http://dx.doi.org/10.1007/978-3-642-14319-9_4
ISBN: 9783642143182
ISSN: 1865-1348
Appears in Collections:Published Articles (Mechanical, Electrical and Manufacturing Engineering)

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