Lean Services - Wertstromanalyse zum Nutzen für Services

Abstract

Many companies do not optimally utilize their service processes, resulting in inefficiencies that increase costs and diminish service quality. Lean Management offers advantages and methods that are insufficiently utilized, highlighting the need for the implementation and continuous maintenance of Lean Service principles. The research question is discussed: how the application of Lean Services in companies can contribute to minimizing waste and improving process efficiency. This question is investigated through literature research and the analysis of case studies to demonstrate the effectiveness of the methods. Chapter 1 discusses the problems of inefficient service processes and how Lean Services can help to improve them. It is explained that by optimizing service processes, inefficiencies are avoided, thereby enhancing quality, and reducing costs. Chapter 2 focuses on the theory and methods of Lean Management, which serve as the foundation for the subsequent chapters. Chapter 3 emphasizes the implementation of Lean Services, which improves service efficiency, reduces waste, and increases customer satisfaction through enhanced service quality. Chapter 4 delves into the topic by conducting a detailed investigation of Value Stream Analysis and the representation of service processes. This chapter is illustrated by practical case studies, which demonstrate the benefits of this method. It is shown that the application of Value Stream Analysis contributes to uncovering improvement potentials in service processes. The necessity of Value Stream Analysis as a strategic tool is thus emphasized, as it enables companies to efficiently design processes and promote continuous improvement. Chapter 5 summarizes the points discussed earlier by mentioning and explaining the most important benefits of implementing Lean Service principles. Among other things, the role of Value Stream Analysis is highlighted, acting as a central tool for visual representation. Chapter 6 consolidates all the findings from the previous chapters and offers a perspective on future trends. It is emphasized that the continuous adaptation of this method to the specific company structure and its process flows is crucial for an accurate representation. Adapting to the specific needs of the processes is crucial for the most precise and adequate process-restructuring. The research question can thus be answered by stating that Lean Services significantly contribute to minimizing waste and thus enhance the efficiency of service processes.

Date of Award	2024
Original language	German (Austria)
Supervisor	Harald Dobernig (Supervisor)