Service Productivity

Measuring productivity in services is a more complex task compared to manufacturing and while ultimately a lean service initiative should impact service productivity in a positive way, there is little research in the area.

Potential Research Questions

  • What do different service sector organisations consider to be their measure of productivity? (lagging indicators)
  • What do they consider to be the key drivers of productivity? (leading indicators)
  • How are the key drivers linked to productivity outcomes? (causal map of productivity)
  • How does lean/CI activity or behaviour directly improve or support improvement of productivity outcomes? (Activity points along the causal chain)
  • How do lean practitioners influence the productivity aims and targets set (strategy formulation/adjustment) and how are they involved in strategy deployment?