What Can be Learned from More Than 100 Case Studies of Lean in Services?

Abstract

This research investigates the implementation of lean practices in services in order to identify those that have a greater influence on company performance. Regression analysis with data from a systematic literature review was the basis to study the relationship between lean and performance. For this purpose, a total of 104 case studies were considered. A main finding was that some lean practices, such as “voice of the customer” and “cross-functional teams” have a significant positive influence on performance. Also, the results suggest that the more engaged managers are and the more they invest in training, the better company performance will be. Finally, one may also conclude that knowledge about the determinants of lean management will allow managers to be aware of what is decisive to improve company performance.