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Lean Maintenance and Repair Implementation - A Cross-Case Study of Seven Automotive Service Suppliers

: Arlinghaus, Julia C.; Knizkov, Stephanie

Volltext urn:nbn:de:0011-n-6305608 (812 KByte PDF)
MD5 Fingerprint: 26899e9f30632f6fb3d06bd8cfdb46e4
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Erstellt am: 2.3.2021

Procedia CIRP 93 (2020), S.955-964
ISSN: 2212-8271
Conference on Manufacturing Systems (CMS) <53, 2020, Online>
Zeitschriftenaufsatz, Konferenzbeitrag, Elektronische Publikation
Fraunhofer IFF ()
lean service; service production; MRO; lean management; case-study

Maintenance and repair as well as after-sales services are of increasing importance for positively impacting customer satisfaction. However, though highly established in production environments, literature is sparse on lean management applications in service environments. In this research, we aim to understand the status quo of lean management implementation in maintenance and repair-shops in the automotive industry. Based on a profound and systematic literature review and on a cross-case analysis of seven repair-shops - on the basis of document analysis, semi-structured expert interviews and on-site visits - we identify performance potentials and recommendations for industrial maintenance and repair practice.