Asnan, Rabiha and Nordin, Norani and Othman, Siti Norezam (2014) Lean implementation in service sector: The role of change agent. In: The 4th International Conference on Technology and Operations Management (ICTOM 04), 18-19 August 2014, Kuala Lumpur Malaysia.

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Abstract

Many organizations in all industries and sectors around the world have been trying to adopt lean principles to create more values for customers and optimizing the resources.Lean is an improvement initiative that has attracted service sector to apply its unique principle in their operation. Despite successful story of lean implementation reported based on the benefit gained after the implementation, service sector are also unable to sustain their implementation and encounter many problems and challenge such as misunderstanding of real concept and purpose of lean implementation since the beginning of the implementation.Prior researcher has highlighted the important of change agent to begin lean implementation.This paper has reviewed the implementation of lean in service sector and discusses the role of change agent in lean implementation.Change agent should assist in the translation of lean by explaining the concept and providing enough information, communicate the benefit of lean at all level, and improves senior management commitment.Hopefully, the findings from this research could provide the managers in service sector with a better understanding of the lean transition and a clear guidance to minimize the resistance and overcome the challenges in lean implementation.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	Organized by: School of Technology Management and Logistics, Universiti Utara Malaysia , Prince of Songkla Universiti (PSU) & Institut Teknologi Bandung (ITB)
Uncontrolled Keywords:	Lean Implementation, Service Sector, Change Agent Roles, Managing change.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Technology Management & Logistics
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	20 Oct 2015 08:25
Last Modified:	17 Apr 2016 07:46
URI:	https://repo.uum.edu.my/id/eprint/15925

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