Facilitators and inhibitors of Lean Service 5.0: an assessment from the knowledge waste management perspective

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Purpose This paper aims to identify the facilitators and inhibitors of Lean Service 5.0 from a knowledge management perspective. Design/methodology/approach First, it was conducted a systematic literature review based on the systematic search flow method of Ferenhof and Fernandes (2016), and finally, the authors conducted a content analysis based on Bardin (2011). Findings A total of five facilitators were found in the literature: digital transformation, structured communication flow, top management commitment, training and team commitment; and four inhibitors, among them: sociocultural problems, limited knowledge, negative impacts of top management commitment and lack of integration between technologies, that interfere at knowledge management. Based on the findings, a framework that correlates facilitators and inhibitors of Lean Service 5.0 by the knowledge management view was constructed. Research limitations/implications The systematic review conducted is not limited to one specific area of service sectors and/or research area. The content analysis can present limitations of content in the function of disponibility and detailment of information presented in the paper analyzed. Practical implications The findings in this research and the framework developed allow to provide support to people managers and decision-makers at organizations, in other to formulate strategies to encourage Knowledge Management in service organizations, as well as mitigate inhibitors to the adoption of Lean Service 5.0 in organizations. Furthermore, the findings of this study can provide support to develop procedures, techniques and metrics for the maturity of Lean Service 5.0 from a Knowledge Management perspective. Social implications The findings point that people management and culture development turned to continuous improvement by the dissemination of knowledge has been shown as a key element to the success of Lean Service 5.0. Thus, the development of people skills to explicit knowledge is a crucial factor in dealing with inhibitors of lean management in service organizations. Originality/value To the best of the authors’ knowledge, this is the first paper that identifies facilitators and inhibitors to adopting and managing Lean Service 5.0 from a knowledge management view; besides, presents a framework to guide service professionals in the implementation and maintenance of Lean Service 5.0.