| Levitt (1972) |
Transfer of manufacturing logic to service operations.
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| Bowen & Youngdahl (1998) |
First lean approach in services with case study and definition of the characteristics of lean service
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| Allway & Corbett (2002) |
Similarity between the techniques used in manufacturing and services, as well as lean service principles.
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| Swank (2003) |
Through case study proved that the use of lean principles can improve performance.
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| Apte & Goh (2004) |
Case study with applications of lean thinking in information-intensive services.
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| Cuatrecasas (2004) |
Case studies using lean tools that reduced cycle time and increased efficiency (2002 and 2004).
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| Ahlstrom (2004) |
Presentation of concepts of lean service and restrictions on their application.
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| George (2004) |
Definition of the wastes in service operations
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| Sánchez & Pérez (2004) |
Validation of the study by Ahlstrom (2004), by means of indicators that measure the lean service application level.
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| Womack & Jones (2005) |
A six-step model to solve the customer problems and use of a consumption map.
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| Venkat & Wakeland (2006) |
Use of simulation tools to analyze process optimization in the service sector
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| Francischini et al. (2006) |
Analysis of waste under the customer’s and the company’s perspectives, plus five case studies analyzed.
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| Abdi et al. (2006) |
Establishes that the most important element in the service sector is the human variable. Presenting lean’s characteristics.
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| Liker & Morgan (2006) |
Using the principles of the Toyota model with an effective integration of people, processes and technology.
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| Maleyeff (2006) |
One of the first models of lean oriented towards the companies’ internal services and seven wastes in services.
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| Arruda & Luna (2006) |
Lean principles applied to services and seven wastes applied to services.
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| Sarkar (2007) |
A book with the DEB-LOREX model, using five elements: people, processes, partners, promotion and troubleshooting.
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| Giannini (2007) |
Adaptation and Application of lean tools in back office and front office services, through a case study.
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| Bicheno (2008) |
First book to present a set of tools for lean service. Fourteen office wastes.
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| Lee et al. (2008) |
The relevance of IT tools, once they support lean systems during implementations.
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| Piercy & Rich (2008b) |
Applicability of lean techniques in a service environment with three case studies in service companies.
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| Araujo et al. (2009) |
Demonstrated the existence of a synergy between the evidence-based medicine and lean thinking to the promotion of medical practice quality and efficient process management.
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| Staats & Upton (2009) |
A case study in a software provider that used lean to improve its operations.
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| Song et al. (2009) |
List of service-oriented lean tools and each type of service may require different tools.
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| Julien & Tjahjono (2009) |
Presented a case study with the implementation of lean tools in a Safari Park
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| Selau et al. (2009) |
A case of use of lean principles in a hospital using the process mapping tool.
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| Seddon & O’Donovan (2010) |
Review of lean concepts, where lean has become synonymous with “efficient process”.
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| Asif et al. (2010) |
A case study with several challenges for lean implementation and reductions in waste, as well as the need to develop specific indicators for services.
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| Portioli-Staudacher (2010) |
Statements that lean techniques are being implemented in high volume, but low variety of processes and focus on back office activities.
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| Bortolotti et al. (2010) |
Carrying out a process mapping and then automation in the activity that adds value to the customer.
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| Fortes (2010) |
lean techniques applicable to IT processes
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