DOCUMENTING AND IMPROVING SERVICE PROCESSES APPLYING LEAN THINKING. A SYSTEM APPROACH
The application of Lean Thinking to value stream processes in service companies, at least in Latin America, still is developing. Moreover, its application to document process standards is not known. No matter the efforts that are made using the current documentation and improvement methodologies, these continue to have gaps when representing both customers actions and their interactions with the service system as whole, as well as the internal interactions between contact employees and system operators. In this paper, we propose using the principles of System Thinking in order to identify the existing flows among the processes operating in the value stream in a typical service company, based upon the identification of interactions (interrelations) above. Complementarily, the Lean Thinking principles and tools are applied in order to improve value flow to customers and the systems productivity. The application of Lean Thinking with the system approach improved the process documentation system and at the same time, improved the service quality and the work environment, and reduced the customer attention time and the customer desertion.
System Thinking Lean Thinking Service System Process Loop.
O. Rubiano Ovalle C. Micán Rincón
Universidad del Valle, Cali, Colombia
国际会议
上海
英文
1-5
2009-08-02（万方平台首次上网日期，不代表论文的发表时间）