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The Customer Service Process: The Lean Thinking Perspective
2005
Social Science Research Network
Lean thinking has proved to be successf ul in improving results in industry. Services could benefit from this approach too. The success of lea n thinking depends on the appropriate identification and elim ination of waste. This paper describes the work carried out in identifying an d analysing waste in the custom er service process of a m ajor telecommunications operator. An Acti on Research approach was adopted, and a "lean team" of company personnel was specially formed to undertake the
doi:10.2139/ssrn.1016134
fatcat:nd5hvjjnbzbpzinpvuuruvtk6i