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Lean och värdeskapandet : En studie av en förvaltnings ambitioner med lean

By Josefine Fälth


Lean and creating value – A study of a lean initiative in the public sector The concept of lean has been spread all over the world - from first being spotted in the automotive industry of Toyota, back in the 50’s, to the service business area, hospitals and now also public sector organizations. In Sweden, lean is dominating the discussion of how to best improve the work of municipalities. A key line in the concept of lean is to create value for the customer, and reduce waste activities. The aim of this study was to examine how the concept of lean in used in the public sector, and set the lens on how employees describe an increased value for the user, by implementing lean. Furthermore, the aim was to reveal the various factors that influenced the public sector to put their trust in a management concept born out of the automotive industry. The study was designed as a single case study in which several different methods were used. The primary method used was semi-structured interviews with different key persons such as the executive, one of the board members, main offender of activity development and team leaders. A group interview was also conducted with one of the pilot groups working with lean. Furthermore written documents were studied and a lean team meeting was observed. The empirical data was analyzed with an institutional theory approach combined with a marketing theory. The findings in this study suggest that lean in the public sector can be seen as a way to increase legitimacy, both in the public sector and in the market, rather than a way to create costumer value. According to descriptions from employees costumer value is primary created when unnecessary administrational work is reduced

Topics: institutionell teori, fallstudie, kundvärde, offentlig sektor, Lean, single case study, institutional theory, customer value, public sector, Social Sciences
Publisher: Lunds universitet/Socialhögskolan
Year: 2015
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