The concept of leanness has captured the imagination of many in different fields of activity and this also includes those that are in the public sector. In service-oriented industries such as call center services, lean thinking was successfully applied to improve live agent call handling. Through merging Agent-assisted Voice solutions to the principles of lean waste reduction and its practice, a company trimmed down handle time. decreased between agent variability. decreased accent barriers. and attained near perfect process adherence (Womack &. Jones, 1998).
In the manufacturing industry, the greatest benefit of lean thinking is in the elimination of waste from the many process manufacturers which are relying to anticipate, respond to, fulfill and serve the demands of their costumers which will make them even more aligned and responsive to the unmet needs of the clients in the process (Hirano &. Furuya 2002).
In a study conducted in 2006 on behalf of English Executive by Cambridge University, it was found out that Lean methods can be successfully applied to the public sector, but then most of the results had been achieved using a much more restricted domain of techniques than Lean provides. But in general, it was concluded that it can be applied to the public sector (Womack &. Jones, 1998).
In general, one of the challenges in moving Lean-to services is the lack of widely available references on its implementation to make individuals recognize how it will work and its impact. This is one of the difficulties since strength of belief is necessary for strong implementation. Another is that the concept of leanness lack publicity. The techniques and tools used are not yet extended into a service context in the publicity area which should have helped those who are taking it into consideration or those who are already planning to start the implementation of the change.