The Customer Service Process: The Lean Thinking Perspective

Daisy Escobar, Elena Revilla
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
more » ... ary fieldwork. The study insp ired management changes aimed at improving the customer service centre's performance.
doi:10.2139/ssrn.1016134 fatcat:nd5hvjjnbzbpzinpvuuruvtk6i