Examination of lean tools applications to optimize the service process of technology-enabled services
Author: Assoc. Prof. Dr. Julia Yorgova (Burgas Free University)
Keywords: Technology-Enabled Services, Lean tools, service process.
Technology-Enabled Services have changed the way people live. Their massive usage has influenced the attitude and knowledge of users regarding their relationship with the service system and staff, their involvement as a co-producers, the formation of the value-added and service quality. Although technology plays a key role in innovation or the shifting of a number of traditionally existing services from the market, it can be asserted that the engine of these changes is not just technology. Driving power is the desire of customers to obtain services with higher added value, with more efficient and effective service processes, which also brings benefits to the companies that offer them. Maintaining and increasing performance require organizations continuously optimizing and improving existing business processes relying on not only human capital and modem technology and equipment, but also on successfully applied management concepts and tools. The goal of this study is to investigate the applicability of Lean tools to optimize the process of providing technology-enabled services. To achieve this objective, a comparative analysis of the main features of traditional and technology-enabled services has been made. The Lean tools for description and optimization of service processes are presented. A methodology for their application is chosen. The application of the tools is probated on the example of technology-enabled service from the practice.
