Lean Seervice: The Application Study Of Lean Thinking In Service Operation

This paper applies such research approaches as theoretical analysis and application approach, qualitative and quantitative approach, and comparison study in analyzing the status of service economy, characteristics of service industry and service operation management. This paper defines lean service, and provides three lean methods of designing service operation and the process of constructing lean service system. Then by using a case study in Tianjin Eye Hospital Lens Center, this paper analyses lean service's application concretely. In the last part, the meaning and future of lean service application are stated.There are five chapters in this paper: The first chapter introduces the research's background, theories, content and its innovation;the second chapter investigates foreign scholars' theories related to service operation and lean thinking;the third chapter draws out that lean thinking can be used in service industry by analyzing service operation's particularities;the fourth defines what is lean service, points out three lean methods of designing service operation, and advances the process of constructing lean service system in service enterprises by applying customer cost-value analysis, service process analysis, service flow reengineering and service capacity management;the fifth chapter applies lean service theory in a concrete case study of service enterprises. In the last part of this paper, the study status of lean service is concluded and its application prospect is shown.