Lluís Cuatrecasas Arbós

Design of a rapid response and high efficiency service by lean production principles: Methodology and evaluation of variability of performance

Abstract Management based on lean production principles has enabled enterprises to attain very high levels of efficiency, competitiveness and flexibility in production systems. Nowadays, a number of industrial processes are managed in accordance with these advanced management principles, although this is not usually the case with service processes. This work proposes a methodology for implementation of lean management in a services production system, as applied to the case of telecommunication services. In addition, since services are subject to a much greater degree of variability of features than industrial production, this work includes an analysis of that variability and a proposal for action to be taken when it is excessive.