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Implementation of Lean Manufacturing Concept in Service Firms: An Analysis Using Computer Simulation

Ghanbar Tehrani, Saeed | 2010

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 40314 (01)
  4. University: Sharif University of Technology
  5. Department: Industrial Engineering
  6. Advisor(s): Houshmand, Mahmoud
  7. Abstract:
  8. Lean manufacturing, was published as a research work named “the machine that changed the world” by James Womack and his assistants in MIT in 1990. Lean thinking can be presented in five principles: specifying what creates value, identifying value stream, creating value flow, make only what is pulled by the customer, and strive for perfection. In contrast with what is generally believed that lean manufacturing can only be used in production systems, lean tools and methods can be used in administrative departments of a factory or in a service firm. In such processes, not only hardware, but also service added values should be considered using information and the software service tools. In this project, customer support department of one of the largest software companies in Iran is chosen for the implementation of lean principles. In the first phase of the project, after documenting all customer support processes, they are partially optimized using discrete-event simulation. In the next three consecutive phases, wastes in the customer service processes are identified using value stream mapping tool and some suggestions are made for their elimination. Value stream mapping, made it possible to improve the customer service, as well as improving the information flow within the system. Discrete- event simulation is used to evaluate the improvements during the three phases.
  9. Keywords:
  10. Lean Manufacturing ; Lean Thinking ; Lean Service ; Discrete Event Simulation ; Value Stream Mapping

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