The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
An integrated approach between Lean and customer feedback tools: An empirical study in the public sector
Abstract
The main aim of this paper is to verify that a mixed approach that integrates Lean principles and customer feedback tools is effective and critical for improving performance. This article draws upon the theory of G. Mazur, which states, ‘Lean without customer satisfaction does not equal success’ (Mazur, 2009, QFD Institute). The current study verifies whether this idea is applicable to the public sector. The study focuses on integrating the waste management proposed by the Lean approach and the customer focus proposed by total quality management. The combination of these practices through the use of suitable tools may represent a key factor in maximising results and optimising performance despite the current economic recession. This paper presents the methodology and results of a Kaizen event in an Italian public office in which both of these tools were adopted. A value stream map depicting current and future states was designed to identify areas of improvement. The citizen relationship office was selected as the context for the Kaizen event. Following this event, Lean tools were implemented to identify and reduce wastes, and customer feedback tools were adopted to analyse citizens' opinions. This study determined that implementing a Kaizen event programme in the public sector requires the adoption of a holistic approach and a consideration of the integration between internal and external aspects of public service functions. Lean and customer feedback tools have to be integra…
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“This Excel application allows the user to evaluate the movement in terms of time, distance and number of work positions and to compare the proposed variants of layout, respectively proposed layout changes [2].”
From Application of Spaghetti Diagram in Layout Evaluation Process: A Case Study (2021) · cites this paper as [2]
Citations
Cites
Lean Thinking—Banish Waste and Create Wealth in your Corporation
Womack, J. P., & Jones, D. T. (1997) · Journal of the Operational Research Society · doi:10.1057/palgrave.jors.2600967 · Cited by 2,122
Service design for experience-centric services
Zomerdijk, L. G., & Voss, C. A. (2010) · Journal of Service Research · doi:10.1177/1094670509351960 · Cited by 960
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Cited by
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Application of Spaghetti Diagram in Layout Evaluation Process: A Case Study
Daneshjo, N., Rudy, V., Malega, P., & Krnáčová, P. (2021) · TEM Journal · doi:10.18421/tem102-12 · Cited by 7
“This Excel application allows the user to evaluate the movement in terms of time, distance and number of work positions and to compare the proposed variants of layout, respectively proposed layout changes [2].”
Method
Metadata
- Authors
- Di Pietro, L., Mugion, R. G., & Renzi, M. F.
- Affiliations
- Roma Tre University (IT)
- Venue
- Total Quality Management & Business Excellence
- Publisher
- Informa UK Limited
- Published
- 2013-08
- Volume
- 24
- Issue
- 7-8
- Pages
- 899-917
- ISSN
- 1478-3363 (ISSN-L)
- 1478-3371
- OpenAlex
- W2047725564
- Cited by
- 51
- References
- 2
- Citations by year
- 2026: 1 · 2025: 1 · 2023: 3 · 2022: 3 · 2021: 4 · 2020: 8 · 2019: 3 · 2018: 8 · 2017: 9 · 2016: 5 · 2015: 3 · 2014: 3
- FWCI
- 7.39
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Total Quality Management & Business Excellence (publishedVersion)
- Iris (Roma Tre University) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Management Information Systems › Quality and Supply Management
- Social Sciences › Business, Management and Accounting › Strategy and Management › Management Systems and Quality Improvement
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Healthcare Quality and Management
- Keywords
- lean manufacturing, customer feedback, public sector, Kaizen, value stream mapping, waste reduction, total quality management, customer satisfaction, citizen services, public service performance
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- CoChat. (2026). Citation check: An integrated approach between Lean and customer feedback tools: An empirical study in the public sector. https://app.cochat.ai/papers/10.1080/14783363.2013.791106
- The paper
- Di Pietro, L., Mugion, R. G., & Renzi, M. F. (2013). An integrated approach between Lean and customer feedback tools: An empirical study in the public sector. Total Quality Management & Business Excellence. https://doi.org/10.1080/14783363.2013.791106
