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‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study

Thomas Bortolotti Orcid Logo, Pietro Romano

Production Planning & Control, Volume: 23, Issue: 7, Pages: 513 - 522

Swansea University Author: Thomas Bortolotti Orcid Logo

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DOI (Published version): 10.1080/09537287.2011.640040

Abstract

Based on case study, this research proposes a framework of reference to implement lean management in pure service sectors. After the analysis of an Italian bank, the authors highlight the importance to streamline the processes first, and then automate them, to obtain maximum results in efficiency an...

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Published in: Production Planning & Control
Published: 2012
Online Access: http://www.tandfonline.com/doi/abs/10.1080/09537287.2011.640040#.VV7y19JVhBc
URI: https://cronfa.swan.ac.uk/Record/cronfa21650
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Abstract: Based on case study, this research proposes a framework of reference to implement lean management in pure service sectors. After the analysis of an Italian bank, the authors highlight the importance to streamline the processes first, and then automate them, to obtain maximum results in efficiency and customer satisfaction.
College: School of Management
Issue: 7
Start Page: 513
End Page: 522