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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
first_indexed 2015-05-23T02:05:03Z
last_indexed 2018-02-09T04:59:24Z
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spelling 2015-05-22T10:15:15.7017839 v2 21650 2015-05-22 ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study a7d6d099fe65f2b33e3cf70f49c88f61 0000-0002-8111-0716 Thomas Bortolotti Thomas Bortolotti true false 2015-05-22 CBAE 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. Journal Article Production Planning & Control 23 7 513 522 4 1 2012 2012-01-04 10.1080/09537287.2011.640040 http://www.tandfonline.com/doi/abs/10.1080/09537287.2011.640040#.VV7y19JVhBc COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University 2015-05-22T10:15:15.7017839 2015-05-22T10:14:17.3265839 Faculty of Humanities and Social Sciences School of Management - Business Management Thomas Bortolotti 0000-0002-8111-0716 1 Pietro Romano 2
title ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
spellingShingle ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
Thomas Bortolotti
title_short ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
title_full ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
title_fullStr ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
title_full_unstemmed ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
title_sort ‘Lean first, then automate’: a framework for process improvement in pure service companies. A case study
author_id_str_mv a7d6d099fe65f2b33e3cf70f49c88f61
author_id_fullname_str_mv a7d6d099fe65f2b33e3cf70f49c88f61_***_Thomas Bortolotti
author Thomas Bortolotti
author2 Thomas Bortolotti
Pietro Romano
format Journal article
container_title Production Planning & Control
container_volume 23
container_issue 7
container_start_page 513
publishDate 2012
institution Swansea University
doi_str_mv 10.1080/09537287.2011.640040
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
url http://www.tandfonline.com/doi/abs/10.1080/09537287.2011.640040#.VV7y19JVhBc
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description 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.
published_date 2012-01-04T18:41:53Z
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score 11.04748

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