Managing Change on Lean Implementation in Service Sector

Abstract

Government agencies adopt lean management to improve efficiencies and deliver quality services to their customers. However, many public service organizations were unable to fully implement and sustain lean. Resistance to change is one of the challenges during lean implementation in service. Thus, change management is needed by addressing the resistance, provide support, and develop the required knowledge to implement change. This paper reviews lean implementation in public service and the importance of change management in transition to lean. Hopefully, this study could provide a better understanding on lean service and guidance on applying the change management in lean transition.