Operations and supply chain management 2

In search of new tools for improving transactional processes. A manufacturing case study

Piero Gabberi, Andrea Chiarini

Lean production and total quality management (TQM) have surely introduced several tools and principles which have rapidly spread into all kinds of industries. There are a variety of companies that have experienced the advantages of applying Lean – TQM in their manufacturing area to reduce waste and increase customer satisfaction (Poppendieck, 2002).

Many companies which have implemented Lean and TQM belong to the manufacturing sector. Therefore, they produce tangible products and the result of their improvements can be measured by comparing the product cost before and after implementation.

To obtain such benefits in the offices, Lean and TQM principles are also applied in office-based functional areas such as research and development, administration and customer service (Chen and Cox, 2012).

 

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