Capitalizing Lean and Agile Operations: An emphasis on improving Service Quality

Abstract

Service quality is a critical factor in achieving customer satisfaction and loyalty. Lean and agile operations have emerged as two prominent approaches to improving service quality in various industries. This study explores the impact of lean and agile operations on service quality and presents key insights from prior research. This study discusses previous researches that demonstrate the positive impact of lean and agile operations on service quality. It highlights cases where organizations have successfully implemented lean or agile principles and achieved significant improvements in service quality metrics such as response time, error rates, and customer satisfaction scores. Furthermore, the study emphasizes the complementary nature of lean and agile operations considering the qualitative nature of the study. While lean operations focus on efficiency and waste reduction, agile operations address flexibility and adaptability. By integrating lean and agile approaches, organizations can achieve a balanced operational strategy that maximizes service quality and customer value.