Exploration of internal service systems using lean principles

TLDR: The purpose of this paper is to attempt to provide insight into the management of an internal service system derived from a perspective of Lean management.

Abstract: Purpose – The purpose of this paper is to attempt to provide insight into the management of an internal service system derived from a perspective of Lean management. These internal service systems would exist within professional service units of development, engineering, information technology, human resources, and consumer affairs.Design/methodology/approach – A meta‐analysis of approximately 60 internal service systems was performed. The objectives of the meta‐analysis were: identification of structural similarities; categorization of wasteful activities; tabulation of typical problems; and synthesis and exploration.Findings – Internal service systems have numerous common structural characteristics, including the importance of information, process flows across functions, many hand‐offs of information, hidden costs and benefits, and no explicit motivation for urgency. The wasteful activities can be classified into seven groups: delays, reviews, mistakes, duplication, movement, processing inefficiencies, ...