طراحی یک واکنش سریع و خدمات با بهره وری بالا توسط اصول تولید ناب: متدولوژی و ارزیابی تنوع عملکرد

Management based on lean production principles has enabled enterprises to attain very high levels of efficiency, competitiveness and flexibility in production systems. Nowadays, a number of industrial processes are managed in accordance with these advanced management principles, although this is not usually the case with service processes. This work proposes a methodology for implementation of lean management in a services production system, as applied to the case of telecommunication services. In addition, since services are subject to a much greater degree of variability of features than industrial production, this work includes an analysis of that variability and a proposal for action to be taken when it is excessive