Application of the Lean 4.0 Approach in services

Abstract

The application of the lean 4.0 approach in service industries represents a significant step forward in enhancing efficiency, quality, and the value delivered to end users. Although the lean concept was originally developed for the manufacturing industry, its flexibility allows for successful implementation in sectors such as hospitality, financial services, and healthcare. This paper analyzes the problems and challenges associated with implementing the lean approach across various service sectors, with a particular focus on tools, methods, and achieved results. By using a combined qualitative and quantitative approach, the specific characteristics of each industry were identified and the impact of lean 4.0 tools on process optimization was analyzed. The findings indicate that the lean 4.0 approach, with appropriate adaptation, can significantly contribute to improving performance and the customer experience in service delivery.