An integrated approach between Lean and customer feedback tools: An empirical study in the public sector

Abstract

The main aim of this paper is to verify that a mixed approach that integrates Lean principles and customer feedback tools is effective and critical for improving performance. This article draws upon the theory of G. Mazur, which states, ‘Lean without customer satisfaction does not equal success’ (Mazur, 2009, QFD Institute). The current study verifies whether this idea is applicable to the public sector. The study focuses on integrating the waste management proposed by the Lean approach and the customer focus proposed by total quality management. The combination of these practices through the use of suitable tools may represent a key factor in maximising results and optimising performance despite the current economic recession. This paper presents the methodology and results of a Kaizen event in an Italian public office in which both of these tools were adopted. A value stream map depicting current and future states was designed to identify areas of improvement. The citizen relationship office was selected as the context for the Kaizen event. Following this event, Lean tools were implemented to identify and reduce wastes, and customer feedback tools were adopted to analyse citizens' opinions. This study determined that implementing a Kaizen event programme in the public sector requires the adoption of a holistic approach and a consideration of the integration between internal and external aspects of public service functions. Lean and customer feedback tools have to be integrated to be more effective. In accordance with the theories of Dennis [Dennis, P. (2002). Lean production simplified: A plain language guide to the world's most powerful production system. New York, NY: Productivity Press]. and Pettersen [Pettersen, J. (2009). Defining Lean production: Some conceptual and practical issues. The TQM Journal, 21(2), 127–142], this study uses a case study in the public sector to investigate the need to integrate customer focus with Lean principles, thus verifying the effectiveness of a mixed approach.