Lean diegimo vertinimas paslaugas teikiančioje organizacijoje

Lean vadybos sistema yra plačiai taikoma visame pasaulyje, daugiausia gamybos sektoriuje, tačiau vis dar mažai ištirta paslaugų sektoriuje. Ši vadybos koncepcija remiasi filosofija – naudoti visko mažiau siekiant gauti maksimalų rezultatą. Tai tampa ypač aktualu šiandieniniame moderniame pasaulyje sparčiai kintant rinkos sąlygoms. Magistro baigiamojo darbo probleminis klausimas yra – koks yra Lean diegimo modelis paslaugas teikiančioje organizacijoje? Magistro baigiamojo darbo tikslas – išanalizavus teorinius Lean sistemos taikymo metodus ir atlikus empirinį tyrimą, įvertinti praktinį Lean sistemos diegimo modelį pritaikytą paslaugas teikiančioje organizacijoje – pasiektas. Darbas susideda iš trijų pagrindinių dalių. Pirmoje dalyje analizuojami Lean sistemos aspektai ir pritaikymas paslaugas teikiančiose organizacijose, pateiktas sukurtas teorinis Lean diegimo modelis. Antroje dalyje pateikiama tyrimo metodika. Trečioje dalyje pristatomi atliktos anketinės apklausos ir pusiau struktūruoto interviu tyrimo rezultatai bei pasiūlymai kaip patobulinti Lean diegimą organizacijoje. Darbe pateikiamas sudarytas AB „Klaipėdos nafta“ praktinis Lean diegimo modelis. Darbe iškelta hipotezė: praktiškai diegdama Lean sistemą, paslaugas teikianti organizacija, diegimą vykdo teoriniame modelyje numatytais etapais – atmesta. Atsižvelgiant į tyrimo rezultatus, pateiktos rekomendacijos dėl Lean diegimo modelio tobulinimo organizacijoje.

The Lean management system has been applied widely in the world, especially in the manufacturing business sector, however, few studies have been made in the services business area. This concept of management is based on the following philosophy: maximum results are produced by consuming less. It is becoming increasingly significant in our modern world under rapidly changing market economy conditions. The problem questions in the master‘s thesis is the following: what is the Lean implementation model in a service business? The objective of the master‘s thesis has been achieved: a practical Lean system model applied for a service business has been assessed after analyzing the theoretical methods of the Lean system application and conducting an empirical study. The thesis consists of three parts. The first part analyzes aspects of the Lean system, as well as application in service business organizations, in addition, a theoretical Lean implementation model has been presented. The second part deals with research methodology. The third part presents results of a conducted survey and a semi-structured interview, as well as suggestions on how to improve the implementation of the Lean system in an organization. The thesis presents a practical Lean implementation model that was conducted in AB Klaipėdos nafta. The following hypothesis that was formulated in the thesis was rejected: during the practical application of the Lean system, a service business organization conducts the implementation according to the stages set in the theoretical model. Recommendations concerning the improvement of the implementation model of Lean in an organization were presented according to the study findings.