Page 136 - E1 Integrated Workbook STUDENT 2018
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Chapter 9
8.4 Application of lean to services
Lean techniques can be applied to service organisations. The focus will be on
improving the customer experience.
Certain distinguishing features affect the application of lean techniques to services:
service organisations tend to be more labour intensive
services are intangible
services are consumed immediately
customers participate directly in the delivery process.
Illustrations and further practice
Now try TYUs 5 and 6 from Chapter 9.
Read illustrations 9 to 14 from Chapter 9.
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