Many JIT techniques have been successfully
applied by service firms. Just as in manufacturing, the suitability of each
technique and the corresponding work steps depends on the characteristics of
the firm’s markets, production and equipment technology, skill sets, and
corporate culture.
Here are 10 of the more successful
applications.
Organize
Problem Solving Groups
Many
corporations are extending their quality circles from manufacturing into their
service operations.
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Housekeeping
Good
housekeeping means more than winning the clean broom award. It means that only
the necessary items are kept in a work area, that there is a place for
everything, and that everything is clean and in a constant state of readiness.
Their dedication to housekeeping has meant that service processes work better,
the attitude of continuous improvement is easier to develop, and customer
perceive that they are receiving better service.
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Quality
Quality doesn’t
mean producing the best; it means consistently producing products and services
that give the customers their money’s worth. The only cost-effective way to
improve quality is to develop reliable process capabilities. Process quality is
quality at the source—it guarantees first-time production of consistent and
uniform products and services.
Clarify
Process Flows
Clarification of
flows, based on JIT themes, can dramatically improve the process performance.
Revise
Equipment and Process Technologies
Revising technologies
involves evaluation of the equipment and processes for their ability to meet
the process requirements, to process consistently within tolerance, and to fit
the scale and capacity of the work group.
Level the
Facility Load
Service firms
synchronize production with demand. They have developed unique approaches to
leveling demand so they can avoid making customers wait for service.
Eliminate
Unnecessary Activities
A step that does
not add value is a candidate for elimination. A step that does add value may be
a candidate for reengineering to improve the process consistency or to reduce
the time to perform the tasks.
Reorganize
Physical Configuration
Introduce
Demand-Pull Scheduling
Due to the
nature of service production and consumption, demand-pull (customer-driven)
scheduling is necessary for operating a service business.
Develop
Supplier Networks
The term supplier
networks in the JIT context refers to the cooperative association of
suppliers and customers working over the long term for mutual benefit.
