Exploration of internal service systems using lean principles

Management Decision

Volumn 44, Issue 5, 2006, Pages 674-689

  Maleyeff, John ^a  

^a RENSSELAER POLYTECHNIC INSTITUTE   (United States)

Author keywords

Customer information; Internal control; Service systems

Indexed keywords

EID: 33646902113     PISSN: 00251747     EISSN: None     Source Type: Journal    
DOI: 10.1108/00251740610668914     Document Type: Article

References (17)

1. Ball, D.R. and Maleyeff, J. (2003), "Lean management of environmental consulting", Journal of Management in Engineering, Vol. 19 No. 1, pp. 17-24.
2. Bowen, D.E. and Youngdahl, W.E. (1998), "Lean service: In defense of a production-line approach", International Journal of Service Industry Management, Vol. 9 No. 3, pp. 207-25.
3. Chase, R.B., Aquilano, N.J. and Jacobs, F.R. (1998), Production and Operations Management: Manufacturing and Service, Irwin/McGraw-Hill, New York, NY.
4. Deming, W.E. (1986), Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA.
5. Emiliani, M.L. (1998), "Lean behaviors", Management Decision, Vol. 36 No. 9, pp. 615-31.
6. Emiliani, M.L. (2004) "Improving business school courses by applying lean principles and practices", Quality Assurance in Education, Vol. 12 No. 4, pp. 175-87.
7. Emiliani, M.L., Stec, D., Grasso, L. and Stodder, J. (2003), Better Thinking, Better Results, Center for Lean Management, Kensington, CT.
8. Hammer, M. (2004), "Deep change: How operational innovation can transform your company", Harvard Business Review, Vol. 82 No. 4, pp. 84-95.
9. Imai, M. (1986), Kaizen, McGraw-Hill, New York, NY.
10. Ohno, T. (1998), The Toyota Production System, Productivity Press, Portland, OR.
11. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
12. Schulze, R. (2004), Meta-Analysis: A Comparison of Approaches, Hogrefe & Huber, Cambridge, MA.
13. Spear, S. and Bowen, H.K. (1999), "Decoding the DNA of the Toyota production system", Harvard Business Review, Vol. 77 No. 5, pp. 96-106.
14. Wachter, R.M. and Shojania, K.G. (2004), Internal Bleeding, Rugged Land, New York, NY.
15. Ward, A., Liker, J.K., Cristiano, J.J. and Sobek, D.K. III (1995), "The second Toyota paradox: How delaying decisions can make better cars faster", Sloan Management Review, Vol. 36 No. 3, pp. 43-61.
16. Womack, J. and Jones, D. (1996), Lean Thinking, Simon & Schuster, New York, NY.
17. Womack, J., Jones, D. and Roos, D. (1990), The Machine That Changed The World, HarperCollins Publishers, New York, NY.