This diploma thesis describes the implementation of modern managing methods in a selected company. The aim of the thesis concentrates on helping with its implementation. The lean production plays a dominant role among these methods. The main aim is therefore to create the first sample workplace using modern management methods. The thesis is divided into two main parts, the theoretical one and practical one. In the theoretical part the lean production has been decribed, its individual methods and the principle of the constant improvement. The practical part analyses the present state of production management in a selected company. It further contains the proposals of possible solutions under the terms of lean production methods and as well as the own implementation of individual proposals. It is primarily the use of visualization and the 5S methods. The formation of the first sample workplace is desribed in detail which uses the Kanban system. At the end of the thesis other proposals and recommendations for increasing of company's productivity have been introduced.

Minskningen av miljöbelastningen är ytterst viktig för att värna om planeten för de kommande generationer. Tillsammans med den höga efterfrågan för hållbart arbete har Förenta nationerna, FN, framfört och utvecklat 17 globala mål för en hållbar utveckling, Sustainable Development Goals (SDG). Detta arbete kallas för Agenda 2030. Arbetet utreder Green Kaizen, eller Green Accelerator, metoden på Scania, hos en större produktionsenhet. Metoden avser att öka medvetenhet och engagemang, med målet att minska miljöpåverkan samt accelerera hållbarhetsarbetet på Scanias motormontering. Verktyget Green Performance Map, GPM, användes för att tydliggöra vilka aktiviteter som kan utföras direkt i monteringsstationerna med ändamålet att förbättra hållbarhetsarbetet. Syftet med studien var att utforska hur en produktionsenhet inom motormonteringen på Scania kan bidra till accelerationen av det totala hållbarhetsarbetet. Fallstudien skall besvara huruvida Green Kaizen metoden accelererar det miljömässiga hållbarhetsarbetet inom Scanias motormontering. Utöver det undersöktes även hur mer effektiv och tydlig kommunikation kan stimulera delaktigheten och sprida god arbetsmiljö hos samtliga medarbetare på den avsedda avdelningen miljöförbättring. Metoder som användes för att reda ut frågeställningarna var: observationer, enkäter samt intervjuer. Tjänstemän och montörer på Scanias motormontering var nyckelpersonerna som data grundades på. Resultatet visade brister i miljöförbättringsarbetet. Bristerna som identifierade svar inom följande områden: informationsöverföringen, involveringen av medarbetarna samt kunskap, verktyg och resurser. Detta kan behövas för att tillföra en kultur av kontinuerlig miljöförbättringsarbete på området och hela företaget. Åtgärder såsom att förbättra avfallshanteringen samt öka involveringen av medarbetarna genom diverse aktiviteter har framtagits för att gynna det undersökta området i Scanias motormontering. Slutsatsen visade att metoden Green Kaizen kan effektiviseras för att accelerera miljöförbättringsarbetet på Scanias motormonteringsenhet. Även vikten av ökad motivation, stöd, informationsspridning, utbildning och miljömässig kommunikation påvisades för kontinuerlig miljöförbättringsarbete på enheten. / Reducing the environmental impact is extremely important to protect the planet for future generations. Together with the high demand for sustainable work, the United Nations, the United Nations, has developed and developed 17 Global Sustainable Development Goals (SDGs). A project called Agenda 2030. The work investigates the application of Green Kaizen, which is a method that increases awareness and commitment, to reduce the environmental impact and accelerate the sustainability work of the case study that took place at Scania's engine assembly. The Green Performance Map tool, GPM, is used to process which activities that can be executed directly in the assembly line to contribute to the overall durability improvement in engine assembly. The purpose was to explore how a production unit in engine assembly at Scania can contribute to accelerating the overall sustainability work. Whether the method adds to the commitment of the employees by communicating the sustainability work was investigated within Scania's engine assembly. In addition, how clearer communication can stimulate participation and spread agood working environment around the environmental improvement work among all employees in the intended department. Observations, surveys, and interviews were conducted with fitters and key people at the assembly unit at Scania. Content analysis was used to analyze the data. The results showed the shortcomings in the environmental improvement work. These shortcomings included the transfer of information, the involvement of employees and knowledge, tools, and resources, performed by the employees. There is a need to add a culture of continuous environmental improvement work to the area and the entire company. Measures such as improving waste management and increasing the involvement of employees through activities have been developed based on the results in the area studied in Scania's engine assembly. The conclusion showed that the Green Kaizen method can be used to accelerate the environmental improvement work on Scania's engine assembly unit that was investigated. Furthermore, it was shown that increased motivation and support, dissemination of information and training can communicate the importance of continuous environmental improvement work at the unit.

O movimento Lean vem crescendo significativamente no Brasil e no mundo. Os métodos enxutos para o desenvolvimento e a fabricação de produtos, do preenchimento do pedido à entrega, gerenciamento do fluxo de suprimentos, suporte a clientes e administração de toda a empresa agora são bem conhecidos e amplamente aceitos como conceito. Tal sucesso despertou o interesse das organizações em implantar o sistema de produção oriundo da Toyota. Entretanto, o que se observa é que poucas atingem resultados tão expressivos quanto os da montadora japonesa. A grande maioria não consegue garantir a sustentabilidade da manufatura enxuta em si, tanto em termos de como manter o impulso inicial, uma vez que os eventos Kaizen \"pilotos\" estão completos, quanto em como os membros da organização podem realmente desenvolver as suas capacidades de implantação do Lean. O que foi identificado é que, impulsionados pelo desempenho superior alcançado pelos produtores \"enxutos\" sobre os resultados obtidos com os modelos tradicionais do sistema de produção em massa, os fabricantes ocidentais reproduziram suas técnicas de chão de fábrica, ou seja, as partes estruturais do Lean, mas muitas vezes encontraram dificuldades para introduzir a cultura organizacional e a mentalidade pertinente a este sistema. Este trabalho propõe um conjunto de melhores práticas para a sustentação de eventos Kaizen nas implantações de Produção Enxuta buscando eliminar as lacunas identificadas entre outras propostas desse tipo e as necessidades encontradas em ambientes de Produção Enxuta reais. O conjunto de melhores práticas é baseado no levantamento bibliográfico da literatura técnica sobre o tema e na realização de pesquisa junto a uma empresa multinacional, localizada no Estado de São Paulo, reconhecidamente bem-sucedida na implantação e na sustentabilidade da Produção Enxuta em suas operações. Assim, o resultado encontrado foi o de identificação, aprimoramento e, em alguns casos, elaboração de práticas/ferramentas que facilitem a obtenção da sustentabilidade de eventos Kaizen nas implantações de Produção Enxuta. / The Lean movement has grown significantly in Brazil and worldwide. Lean methods to the development and manufacturing of products, since the order fulfillment until its delivery, through the supply chain management, the customer services and all the business administration activities are now well known and widely accepted as concepts. Such success has garnered interest from organizations in implementing the production system developed in Toyota. However, what is observed is that few achieve results as expressive as those of the Japanese automaker. The vast majority can not guarantee the sustainability of lean manufacturing itself, both in terms of keeping up the initial movement since the \"pilots\" Kaizen events are complete, as in, how members of the organization can really develop their skills of implementing Lean. What has been identified is that driven by the superior performance achieved by the lean producers over the results obtained with traditional models of the mass production system, Western manufacturers reproduced their shop floor techniques, in other words, the structural parts of Lean, but often found it difficult to introduce the organizational culture and mentality which are relevant to this system. This dissertation proposes a set of best practices for supporting Kaizen events in the implementation of Lean Production seeking to eliminate the identified gaps between other proposals found in literature and the requirements identified in real shop floor environments. The set of best practices is based on the review of technical literature on the subject and in a field research with a multinational company, located in the State of São Paulo, recognized for the successful implementation and sustainability of lean production in their operations. Thus, the result was the identification, enhancement and, in some cases, development of practices/tools to facilitate the achievement of sustainability of Kaizen events in implementations of Lean Production.

Made available in DSpace on 2015-04-22T22:11:22Z (GMT). No. of bitstreams: 1 Alberjan.pdf: 1648406 bytes, checksum: e7cc01faadea0adae547a7958b75ccce (MD5) Previous issue date: 2011-07-15 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This work was aimed at applying the tools of the PRS System (Lean Production), whose primary tool was crafted VSM (Value Stream Mapping), a process known as SMT (Surface Mount Technology). Principles for lean production, eliminating waste and creating value stream in a real situation through kaizen events, were used to obtain results of this application, showing a lean transformation, with significant reductions in waste generated in the process. The study period was eight months into a private company located in PIM, where through the use of tools of this system and methodology of action research, it was possible to identify the critical process - setup - where focused improvement actions. With the change in the system setup, the standard work and creating a setup program using visual aid, favoring the continuous flow in this process. During the research, trainings were conducted in the factory with the operators, leaders, supervisors and engineers responsible, who participated actively in the improvement actions. Therefore, through value stream mapping, we propose to draw the current state of the stream, offering a future state, identifying and eliminating everything does not add value. To quantify the increase in productivity on the factory floor and total earnings of areas in the factory. / Este trabalho teve como objetivo a aplicação das ferramentas do Sistema de Produção Enxuta (SPE), cuja principal ferramenta trabalhada foi o Mapeamento da cadeia de valor (VSM), num processo denominado Tecnologia em Montagem de Superfície (SMT). Princípios que regem a produção enxuta, eliminação de desperdícios e a criação do fluxo de valor em uma situação real, através de eventos kaizen, foram utilizados para a obtenção de resultados dessa aplicação, evidenciando uma transformação enxuta, com expressivas reduções dos desperdícios gerados no processo. O período da pesquisa foi de oito meses em uma empresa privada situada no PIM, onde por meio da utilização de ferramentas desse sistema e a metodologia da pesquisa-ação, foi possível identificar o processo crítico setup para onde se concentraram as ações de melhorias. Com a mudança na sistemática de setup, no trabalho padronizado e criação de um setup programado, utilizando indicações visuais, favorecendo o fluxo contínuo nesta cadeia produtiva. No desenvolvimento da pesquisa, foram realizados treinamentos in loco com os operadores, líderes, supervisores e os engenheiros responsáveis, os quais participavam ativamente nas ações de melhoria. Portanto, através do mapeamento da cadeia de valor, propõem-se desenhar o estado atual da cadeia, propondo um estado futuro, identificando e eliminando aquilo que não agrega valor. Com isso, quantificar o aumento na produtividade no chão de fábrica e ganhos totais de áreas na fábrica.

O movimento Lean vem crescendo significativamente no Brasil e no mundo. Os métodos enxutos para o desenvolvimento e a fabricação de produtos, do preenchimento do pedido à entrega, gerenciamento do fluxo de suprimentos, suporte a clientes e administração de toda a empresa agora são bem conhecidos e amplamente aceitos como conceito. Tal sucesso despertou o interesse das organizações em implantar o sistema de produção oriundo da Toyota. Entretanto, o que se observa é que poucas atingem resultados tão expressivos quanto os da montadora japonesa. A grande maioria não consegue garantir a sustentabilidade da manufatura enxuta em si, tanto em termos de como manter o impulso inicial, uma vez que os eventos Kaizen \"pilotos\" estão completos, quanto em como os membros da organização podem realmente desenvolver as suas capacidades de implantação do Lean. O que foi identificado é que, impulsionados pelo desempenho superior alcançado pelos produtores \"enxutos\" sobre os resultados obtidos com os modelos tradicionais do sistema de produção em massa, os fabricantes ocidentais reproduziram suas técnicas de chão de fábrica, ou seja, as partes estruturais do Lean, mas muitas vezes encontraram dificuldades para introduzir a cultura organizacional e a mentalidade pertinente a este sistema. Este trabalho propõe um conjunto de melhores práticas para a sustentação de eventos Kaizen nas implantações de Produção Enxuta buscando eliminar as lacunas identificadas entre outras propostas desse tipo e as necessidades encontradas em ambientes de Produção Enxuta reais. O conjunto de melhores práticas é baseado no levantamento bibliográfico da literatura técnica sobre o tema e na realização de pesquisa junto a uma empresa multinacional, localizada no Estado de São Paulo, reconhecidamente bem-sucedida na implantação e na sustentabilidade da Produção Enxuta em suas operações. Assim, o resultado encontrado foi o de identificação, aprimoramento e, em alguns casos, elaboração de práticas/ferramentas que facilitem a obtenção da sustentabilidade de eventos Kaizen nas implantações de Produção Enxuta. / The Lean movement has grown significantly in Brazil and worldwide. Lean methods to the development and manufacturing of products, since the order fulfillment until its delivery, through the supply chain management, the customer services and all the business administration activities are now well known and widely accepted as concepts. Such success has garnered interest from organizations in implementing the production system developed in Toyota. However, what is observed is that few achieve results as expressive as those of the Japanese automaker. The vast majority can not guarantee the sustainability of lean manufacturing itself, both in terms of keeping up the initial movement since the \"pilots\" Kaizen events are complete, as in, how members of the organization can really develop their skills of implementing Lean. What has been identified is that driven by the superior performance achieved by the lean producers over the results obtained with traditional models of the mass production system, Western manufacturers reproduced their shop floor techniques, in other words, the structural parts of Lean, but often found it difficult to introduce the organizational culture and mentality which are relevant to this system. This dissertation proposes a set of best practices for supporting Kaizen events in the implementation of Lean Production seeking to eliminate the identified gaps between other proposals found in literature and the requirements identified in real shop floor environments. The set of best practices is based on the review of technical literature on the subject and in a field research with a multinational company, located in the State of São Paulo, recognized for the successful implementation and sustainability of lean production in their operations. Thus, the result was the identification, enhancement and, in some cases, development of practices/tools to facilitate the achievement of sustainability of Kaizen events in implementations of Lean Production.

Estágio realizado no Instituto Kaizen - e orientado pelo Eng. António Sotto Mayor / Tese de mestrado integrado. Engenharia Industrial e Gestão. Faculdade de Engenharia. Universidade do Porto. 2012

The aim of this report is to increase the knowledge and understanding of the problems within the production at AQ Enclosure systems, and thereby achieve a more stable flow throughout the whole process, a better working environment and better competition advantages. The internal flow along with the external cooperation is very important for the company, because it views flexibility and short leadtime as it is the most important competitive means. The part of AQ production that’s been investigated is the manufacturing of ATM-machines, where the costumer is Banqit. This company is a rater small company with about 4 % of the world market of ATM-machines. In order to achieve the aim of the report extensive interviews have been carried out with employees at AQ. Employees in both the administrative part as well as the manufacturing part has been interviewed. The interviews have been conducted in a way were the respondents have had the opportunity to study the questions in advance. The survey has given a result which indicates problem over a wide scale. A lot of the company problems do not lie in a particular department; they rather include the whole company. The picture of their problems became more complex whereas different respondents look at the same problems in different ways. One big difference in views was clearly identified between office staff and the producing staff. The problems that emerged were not related to lack of machine capability, the problems were rather linked to the managing of production and organization. One example of this problem is the producing personnel’s lack of knowledge and commitment to the company philosophy. The problems concerning management also reflect in a rather strong feeling that divides the company in two, us and them. This feeling affects the whole production line. The producing personnel feels that the office lack understanding of their everyday work and don’t encourage suggestions concerning process evolvement. One other big problem concerning AQ’s production is that some of their key suppliers are either single source or locked from their costumer Banqit. The conclusions of the report shows several areas in which AQ can improve. One measure that the company can implement is introducing a more foreseeable and visual handling of their pallets within the factory. The company management ought to find ways to better mediate the production philosophy throughout the entire organization. Furthermore, the company management should increase the will to see potential ways of improving and increase the inclination of expressing those suggestions. The suggestions should not only concern the personnel’s own workplace but rather span over the entire process. The report also identifies possible areas of improvement concerning the internal and external team cooperation. The different teams ought to see each other as costumers and produce an equally good result regardless of if the item is produced for an internal department or an external costumer.

Vården i Sverige har sedan länge kännetecknas av långa vårdköer och bristande resurser. Allt fler sjukhus och vårdcentraler däribland Brahehälsan, Hälsocentralen Akka, Akutmottagningen på Länssjukhuset i Kalmar samt Diagnostiskt centrum på Länssjukhuset i Kalmar väljer att möta dessa problem med hjälp av ”Lean Healthcare”. Denna nya modell och den filosofi den bygger på bidrar till ett nytt arbetssätt som är tänkt att medföra effektivisering av sjukvården. Är effektivisering av sjukvården det verkliga motivet eller finns det bakomliggande motiv för att införa ”Lean Healthcare”? Vid allt förändringsarbete är det viktigt att ha med sig medarbetarna. Deras motivation och acceptans för förändring av organisationen i samband med implementeringen av ”Lean Healthcare” är avgörande för slutresultatet. Hur har denna samverkan skötts och hur har arbetet gått till med att ta fram ett fungerande koncept för respektive sjukvårdsinrättning, d v s hur är deras förankrings- och implementeringsprocess. Har man uppmärksammat någon skillnad när det kommer till effektivitet och kvalité under arbetets gång vid de respektive sjukhusen och vårdcentralerna. Syftet med denna studie är att undersöka ovan frågeställningar samt se om det föreligger någon skillnad mellan privata och landstingsdrivna sjukvårdsinrättningar. Arbetet ämnar medverka till ökad kunskap om varför Lean implementeras inom sjukvården och om resultaten svarar mot förväntningarna. Syftet med studien åstadkoms genom en fallstudie på två vårdcentraler och två avdelningar på ett sjukhus samt en djupintervju med Prof. Håkan Aronsson. Studien bygger sin datainsamlingsmetod huvudsakligen på kvalitativa intervjuer med personer ifrån respektive sjukhus och vårdcentraler. Analys av empirin är gjord mot teorier om Lean, Kaizen, organisationsförändring, New Public Management (NPM) samt motivation.  I analysen går det att utläsa att vissa faktorer har legat till grund för motivet att införa Lean samt påverkat förankrings- & implementeringsprocessen. Dessa motiv ger utslag på det slutliga resultatet av implementeringen. Att valet föll på ”Lean Healthcare” beror till stor del på att det ligger i tiden. Förankringsprocessen har skett genom kommunikation och utbildning. Vi har inte kunnat finna belägg för några större skillnader när det gäller huvudmannafrågan förutom ett mer grundligt tillvägagångssätt vid implementeringen vid den privata vårdcentralen. En faktor som arbetet med ”Lean Healthcare” har bidragit med är medarbetarnas möjlighet till identifiering av förändring samt genomförande av förändringsarbetet. Genom att möjliggöra detta genomför medarbetarna förändringar som leder till en mindre stressad arbetsmiljö. Alltså kan ”Lean Healthcare” ge upphov till högre effektivisering samt minskad stress på arbetet. ”Lean Healthcare” har visat sig ge goda resultat i de implementerade verksamheterna och förutsättningarna för framgång inom sjukvården finns. Men arbetet har nyss börjat och för att hela verksamheten ska anses genomsyrad av ”Lean”-filosofin krävs ett fortsatt långsiktigt arbete och förändringsvilja. / The Care in Sweden has long been characterized by long waiting lists and lack of resources. More and more hospitals and medical centers including Brahehälsan, the medical centre of Akka, Emergency room at the county hospital in Kalmar and Diagnostic Centre at the County Hospital in Kalmar choose to address these problems by using Lean Healthcare. This new model and the philosophy it is based on contributes to a new approach that is intended to result in more efficient care. Is the efficiency of health care the real reason or are there ulterior motives for introducing Lean Healthcare? In all change processes it is important to involve and have abroad its employees. Their motivation and acceptance of change by the organization in conjunction with the implementation of Lean Healthcare is critical to the outcome. How has this interaction been handled and how has this work gone to develop a working concept for each medical institution, that is, how is their anchoring- and implementation process. Have one noticed any difference when it comes to efficiency and quality during the work at respective hospitals and health care centers. The purpose of this study is to investigate the above issues and see if there is any difference between private and governmental health care facilities. The work intends to contribute to a better understanding of why Lean is implemented in health care and if the results meet expectations. The purpose of this study is accomplished through a case study in two health centers and two departments in a hospital and an interview with Prof. Håkan Aronsson. The studys data collection methodology is mainly based on qualitative interviews with people from respective hospitals and health centers. Analysis of empirical data is made towards theories of Lean, Kaizen, organizational change, new public management and motivation. In the analysis it is possible to deduce that some factors have been the basis reason to introduce lean and also affected the anchor- & implementation process. These motives affect the final result of the implementation. The choice of Lean Healthcare is mainly due to that it is in fashion. The anchoring process has taken place through communication and education. We have not been able to find evidence of any major differences in the Principals of the question except for a more thorough approach to the implementation at the private clinic. One factor that works with Lean Healthcare has helped with the employees' ability to identify change and implementing change. By enabling the implementation of staff changes has lead to a less stressful working environment. Consequently, Lean Healthcare results in higher efficiency and reduced stress at work. Lean Healthcare has shown to give good results in the implemented activities and the conditions for success in health care. But the work has just begun and for the entire operation to be considered to be steeped in "Lean" philosophy it is required a continued long-term effort and will to change.

<p>The aim of this report is to increase the knowledge and understanding of the problems within the production at AQ Enclosure systems, and thereby achieve a more stable flow throughout the whole process, a better working environment and better competition advantages. The internal flow along with the external cooperation is very important for the company, because it views flexibility and short leadtime as it is the most important competitive means. The part of AQ production that’s been investigated is the manufacturing of ATM-machines, where the costumer is Banqit. This company is a rater small company with about 4 % of the world market of ATM-machines.</p><p>In order to achieve the aim of the report extensive interviews have been carried out with employees at AQ. Employees in both the administrative part as well as the manufacturing part has been interviewed. The interviews have been conducted in a way were the respondents have had the opportunity to study the questions in advance.</p><p>The survey has given a result which indicates problem over a wide scale. A lot of the company problems do not lie in a particular department; they rather include the whole company. The picture of their problems became more complex whereas different respondents look at the same problems in different ways. One big difference in views was clearly identified between office staff and the producing staff. The problems that emerged were not related to lack of machine capability, the problems were rather linked to the managing of production and organization. One example of this problem is the producing personnel’s lack of knowledge and commitment to the company philosophy. The problems concerning management also reflect in a rather strong feeling that divides the company in two, us and them. This feeling affects the whole production line. The producing personnel feels that the office lack understanding of their everyday work and don’t encourage suggestions concerning process evolvement. One other big problem concerning AQ’s production is that some of their key suppliers are either single source or locked from their costumer Banqit.</p><p>The conclusions of the report shows several areas in which AQ can improve. One measure that the company can implement is introducing a more foreseeable and visual handling of their pallets within the factory. The company management ought to find ways to better mediate the production philosophy throughout the entire organization. Furthermore, the company management should increase the will to see potential ways of improving and increase the inclination of expressing those suggestions. The suggestions should not only concern the personnel’s own workplace but rather span over the entire process. The report also identifies possible areas of improvement concerning the internal and external team cooperation. The different teams ought to see each other as costumers and produce an equally good result regardless of if the item is produced for an internal department or an external costumer.</p>

Basierend auf den erfolgreichen Einsätzen von Lean Management in der Automobilbranche und darauffolgend in weiteren Wirtschaftszweigen übernahmen auch immer mehr große IT-Dienstleister diese Prinzipien und Konzepte. Kaum ausgeprägt ist jedoch bisher der Einsatz von Lean Management in Unternehmen, die primär IT-Dienstleistungen für externe klein- und mittelständische Kunden anbieten. Die dazu notwendigen Produkte müssen individuell auf die Kundenanforderungen zugeschnitten sein und sind deshalb sehr heterogen und kostenintensiv. Werden die Potentiale in den Bereichen Personaleinsatz, Durchlaufzeiten und Qualität mittels der Anwendung von LM-Prinzipien ausgeschöpft, sind große Effizienzsteigerungen realisierbar. Deshalb ist es wert, gerade auch für das klein- und mittelständische Dienstleistungssegment zu überlegen, wie die Lean-Management-Prinzipien trotz dieser komplexen Problemstellung umgesetzt werden können. Zu diesem Zweck wird in der Arbeit auf Basis der leanen Grundüberlegung Vermeidung von Verschwendung ein Modell entwickelt, das das schlanke Managementkonzept mit dem Best-Practise-Framework ITIL verknüpft. Die Umsetzung dieses Modells lässt Effizienzsteigerungen, Verbesserungen in der Prozessqualität sowie die Erhöhung der Kunden- und Mitarbeiterzufriedenheit erwarten. / Based on the successful Lean Management applications in the automotive industry and, subsequently, in other sectors of the economy, a growing number of large IT service providers has adopted these principles and concepts. However, the use of Lean Management is hardly distinctive among companies that offer primarily IT services for external small and medium-sized customers. The products necessary for this must be individually tailored to customer requirements and are, therefore, heterogeneous and costly. If potential is fully utilized by applying Lean Management principles in the areas of human resource placement, lead times and quality, major gains in efficiency can be achieved. It is, therefore, worth considering how Lean Management principles can be implemented, in spite of the complex problem statement, even for the small and medium-sized service segment. Towards that end, within this paper a model is developed on the basis of the \"lean\" rationale of Waste Avoidance, which links the Lean Management concept with the Best Practice Framework of ITIL. The implementation of this model makes way for gains in efficiency, improvements in process quality, as well as increased satisfaction among customers and employees.