Analysing barriers of lean service implementation In South African Post Office operations

Mpompa, Luyanda Clive

Title: Analysing barriers of lean service implementation In South African Post Office operations
Creator: Mpompa, Luyanda Clive
Subject: Lean manufacturing
Subject: Six sigma (Quality control standard)
Subject: Postal service -- South Africa
Date Issued: 2024-12
Date: 2024-12
Type: Master's theses
Type: text
Identifier: http://hdl.handle.net/10948/70056
Identifier: vital:78288
Description: The purpose of this study was to investigate and analyse the barriers to the implementation of Lean services in the service industry, with a particular focus on the South African Post Office operations. The researcher intended to identify and describe the barriers that precluded the implementation of Lean principles in service industry and where necessary shared the study's findings with South African Post Office management for decision making. The findings of the study in the South African Post Office were consistent with those of the other authors who conducted studies with the aim of identifying the barriers to Lean implementation in service industry. However most studies focussed on the barriers caused by operational factors while this study focussed on the barriers causing failures in implementing Lean initiatives which are connected with the South African Post Office management and staff perceptions on the importance of Lean principles in the organisation’s value stream. The findings, as presented in Chapter 5 of the study, identified various elements that contributed to managerial failures and those were the barriers the study intended to identify. The study indicated that top management of the South African Post Office was not familiar with the implementation of Lean concept. Management and staff in charge of operations were aware of the Lean concept, but none of them displayed considerable expertise of how to implement it. That was one of the reasons the organisation was unable to properly integrate Lean in its operations. The implementation of Lean required professionals and experts who could implement, drive, and monitor the process. The study’s interpretive framework was interpretivism-constructivism, and the study was a case study. The primary data collection method was face-to-face interviews with reference to archived information and secondary data. Semi-structured questions were asked during interviews. A total of twelve participants completed and signed the consent form, indicating their agreement to participate in the interviews. Out of the twelve participants, interviews were conducted with eleven individuals. Since its inception, Lean Manufacturing system had been viewed as a method that primarily applied to manufacturing-oriented businesses. Lean practices had also been adopted by the service industry, and a number of those businesses had integrated Lean methods in their operations. The postal services around the globe had also gradually implemented Lean successfully in their operations although there had been quite a number of barriers that hindered the implementation of Lean in some postal services around the globe. The South African Post Office exerted efforts to implement Lean but has up to this point not fully implemented Lean practices in its operation and this was what had triggered the researcher to learn more and analyse such barriers. The study aimed at identifying those barriers. The study's goal was to investigate and analyse the Lean implementation barriers in order to provide credible outcomes to both the South African Post Office management and the Nelson Mandela University, as well as other organisations in the service industry in comparable situations as the South African Post Office. The findings of this study related to management’s perception of Lean importance in ensuring optimum operational performance and customer satisfaction.
Description: Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2024
Format: computer
Format: online resource
Format: application/pdf
Format: 1 online resource (152 pages)
Format: pdf
Publisher: Nelson Mandela University
Publisher: Faculty of Business and Economic Sciences
Language: English
Rights: Nelson Mandela University
Rights: All Rights Reserved
Rights: Open Access

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