lean production in service operations: a systematic review

• Autor(a) principal: Brito, Taíse Camara
• Data de Publicação: 2018
• Outros Autores: Karla Oliveira Regis, Tatyana, Santos, Luciano Costa, Gohr, Cláudia Fabiana, Sarmento, Marcella Crispim
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Produção Online
• Texto Completo: https://www.producaoonline.org.br/rpo/article/view/3092
• topic: Lean production. Service Operations. Operations management. Systematic review. Literature review.; Produção enxuta. Operações de serviços. Gestão de operações. Revisão sistemática. Revisão de literatura.

This work aimed to survey the relevant scientific literature on the application of lean production in service operations, allowing identify research gaps from the critical analysis of literature. For this purpose, the databases Web of Knowledge and Scielo were chosen and, after setting the search keywords and apply the selection filters, it was obtained a portfolio of 51 articles. It was found that the health sector accounts for the vast majority of practical applications and case study has been the most used research method in empirical works. It was also noted that although the concept of lean production is accepted and widespread in some service operations, the use of lean production tools is still very low. Even considering the success stories, little evidence has been reported about the limits of applicability of lean production in service operations.