Lean thinking in service digital transformation

Abstract

PurposeThe COVID-19 pandemic situation has imposed changes in the way many services are being provided. The purpose of this paper is to explore the use of lean thinking and digital transformation on services redesign of a higher education institution. The aim is to improve efficiency and incorporate new health and safety recommendations because of the pandemic situation.Design/methodology/approachThis paper follows a case study approach to explore how lean thinking contributes to the digital transformation of services. The data was collected through student surveys from a Portuguese University, where three different academic services were selected.FindingsThis paper identifies important requirements for new and improved online alternatives to face-to-face interactions of the students with the academic services. It also shows that lean thinking is a driver for digital transformation of services.Practical implicationsThis paper presents a dedicated roadmap to aid the implementation of a digital transformation process within student academic services of higher education institutions.Originality/valueThis paper addresses the digital transformation of services through a lean thinking perspective and considering four dimensions: quality, efficiency, cost reduction and health and safety.