Abstract
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 difficult to standardize processes, which contribute for generating non-value added activities, classified as wastes in the Lean Thinking knowledge area. This work aims to contribute to the waste classification, proposing a clarification for the types of waste associated with People Processing Services, and further applying this classification 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.
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Dinis-Carvalho, J., Lima, R.M., Menezes, A., Amorim, M. (2017). Waste Types in People Processing Services. In: Amorim, M., Ferreira, C., Vieira Junior, M., Prado, C. (eds) Engineering Systems and Networks. Lecture Notes in Management and Industrial Engineering. Springer, Cham. https://doi.org/10.1007/978-3-319-45748-2_30
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DOI: https://doi.org/10.1007/978-3-319-45748-2_30
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