The actual economic scenario is a challenge the companies have to face on: on the one hand, offering performance, quality and timely services; on the other hand, budget constraints and streamline procedures.

If the only action to crisis is to keep/recover competitive advantage, the solution is to re-think the business model at strategic and operational level and to assure innovation management approach. With this regard, it is well known the success of specific management models, such as the Lean Thinking, which allows excellent results in terms of quality, efficiency and productivity.

Lean thinking is a management philosophy which is oriented to maximize the customer value and to minimize any kind of waste. Although derived from manufacturing, Lean Thinking principles have been successfully applied to the service industry in many utility companies (Healthcare, Banks, Tourism, Insurance, Public Services, etc.).

Its application has proven how to keep high quality service level through simplification, cutting waste and related costs, the improvement the overall users’ experience.
The application of Lean philosophy to services industry must be strictly linked to the main features of the industry itself: intangibility of services, production and consumption in the same time, are just some of the most relevant pillars to keep in mind.

Lean Thinking is something more than a method for process improvement. It is a philosophy and a mindset aimed to cut waste along the value chain through the involvement of staff in the solutions. The Lean is focused on how the product and the services are able to create value to customers and on how it is possible to increase the value itself. That is why we can talk about philosophy, values and behaviors which are able to a renew the corporate culture.

Alessandro Bacci
Partner Telos Consulting
Lean System programme Scientific Coordinator