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| Author: | Piercy, N. Rich, N. |
| Title: | High quality and low cost: the lean service centre |
| Journal: | European Journal of Marketing
2009 : VOL. 43:11/12, p. 1477-1497 |
| Index terms: | call centres quality budgetary control financial services United Kingdom |
| Freeterms: | lean production |
| Language: | eng |
| Abstract: | The purpose of this article is twofold: first, it seeks to examine the application of lean production improvement techniques to the pure-service context; and second, it aims to evaluate the contribution techniques to services marketing improvement. The findings of the research suggest that through the adoption of lean service tools both decreases operational costs and increases customer service quality. Lean service approach is validated in service context and it is introduced as a valuable addition to traditional approaches to services improvement. |
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