Lean implementation in service sector: The role of change agent

• Main Authors: Asnan, Rabiha, Nordin, Norani, Othman, Siti Norezam
• Format: Conference or Workshop Item
• Language: English
• Published: 2014
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/15925/1/P26.pdf; http://repo.uum.edu.my/15925/; http://stmlportal.net/ictom04/TOC.html
• Institution: Universiti Utara Malaysia

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.