Productivity improvement through lean initiatives: a service sector case study in India
by Akhil Chandran; P.G. Saleeshya
International Journal of Business Innovation and Research (IJBIR), Vol. 22, No. 2, 2020

Abstract: Lean transformation has already been in use in the manufacturing sector has gained wide acceptance in service sector. Indian economy heavily depends on its service sector. Preliminary study conducted in this sector revealed the emergence of e-commerce has badly affected certain services of the postal systems. So, we felt ahead to assess its performance efficiency. A detailed survey based on specific questionnaires was conducted among employees as well as customers in post offices located in South India. Simultaneously, a field study was done covering various banking systems and courier services. Based on studies and related literature reviews, we developed a new system-based model christened objectivated lean attainment model (OLAM) to assess the performance of postal systems through lean initiatives. Analytical hierarchy process (AHP) is identified to prioritise factors across different levels of the model. The findings and analysis reveals many important aspects which will enable Indian postal system to provide consistent performance index.

Online publication date: Wed, 24-Jun-2020

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