Rethinking Lean Service

Seddon, John; O'Donovan, Brendan
June 2010
Management Services;Summer2010, Vol. 54 Issue 2, p14
Academic Journal
The article discusses the standardisation of service organizations. It states the two high level types of demand entering the system and contends that redesigning of the organization to absorb variety is achieved by understanding the value demands from the customer's view. It shows the influence of standardisation, an approach used by managers as a way of managing costs, on performance by citing HM Revenue & Customs (HMRC) by which standardization of taxation services has caused failure demand. It argues that standardisation would lessen the system's power to absorb variety. It also asserts that the more the managers outsource the first point of contact, the greater the consequences are. It provides a framework figure that depicts the system model for transactional service systems.


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