26 research outputs found

    Waste types in people processing services

    No full text
    The globalization needs and the increased competition between all types of companies put an increased focus on service improvement. Services are mostly customized, intangible, knowledge-based, and one type of services, called here as People Processing Services (PPS), can have the direct participation of customers both as object being processed and as a co-producer. These characteristics of PPS make it difïŹcult to standardize processes, which contribute for generating non-value added activities, classiïŹed as wastes in the Lean Thinking knowledge area. This work aims to contribute to the waste classiïŹcation, proposing a clariïŹcation for the types of waste associated with People Processing Services, and further applying this classiïŹcation to a particular PPS case, the Hip Surgery Production Process of a Portuguese Public Hospital. It was observed that a large number of activities do not add value to the service and waiting is the most common waste.info:eu-repo/semantics/publishedVersio
    corecore