TY  - CONF
A1  - Schuh, Günther
A1  - Trebels, Jörg
A1  - Winter, Cord-Philipp
A2  - Grubbström, Robert W.
A2  - Hinterhuber, Hans H.
T1  - Evaluating and Eliminating Waste in Service Production Processes
T2  - Sixteenth International Working Seminar on Production Economics; Bd. 3
N2  - Industrial Service Providers (ISP) are exposed to constantly raising competitive pressures regarding both cost and performance aspects. The massive challenges caused by the current worldwide financial and economic crisis even intensified the need for process optimizations aimed at increasing the productivity of service production. To reach this goal the evaluation and elimination of waste in their production processes becomes a crucial ability for ISPs. This paper proposes a new approach for increasing productivity in service production processes using a generic measurement model for the detection and evaluation of waste. The model is based on established lean management principles, but tailored to the specifics of ISPs by adopting a customers’ perspective to track down and eliminate waste. The evaluation builds on an in-depth-analysis of particular types of waste in the industrial service production processes. Viewed from the customers’ perspective and taking into account the specific characteristics of services (e.g. intangibility, heterogeneity, inseparability, and perishability) and service production (e.g. volatile demand, a tendency to over-capacity, and limits to planning) the approach employs a service blueprint reference model to then determine the different types of waste in the various parts of the service production process.
KW  - lean management for service industries
KW  - performance management
KW  - service
Y1  - 2023
UR  - https://epub.fir.de/frontdoor/index/index/docId/3005
SP  - 435
EP  - 447
PB  - Congress Innsbruck
CY  - Innsbruck
ER  -