Lean Manufacturing in Public Services: Prospects for Value Creation

  • Ayham Jaaron
  • Chris Backhouse
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 53)


The purpose of this paper is to investigate the utilization of lean manufacturing systems in public service operations for potential added value. A case study of lean manufacturing implementation at a UK city council was carried out using in-depth interviews with key personnel coupled with documents collection. The Organizational Commitment Questionnaire (OCQ) was administered among front-line employees. Results show that lean manufacturing systems could create significant added value to the business and employees. A strong relationship was demonstrated between the lean manufacturing implementation and the affective commitment level of employees. This paper is one of a few studies that demonstrate the applicability of manufacturing systems in other settings and that they can generate significant added value for the service department and its employees.


Public services Lean manufacturing Affective commitment Service delivery 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Ayham Jaaron
    • 1
  • Chris Backhouse
    • 1
  1. 1.Wolfson School of Mechanical and Manufacturing EngineeringLoughborough UniversityLeicestershireUK

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