The purpose of this paper is to present a conceptual framework for leveraging value productivity of support service workers through the application of lean thinking concepts to service operations. Derived from literature review, the framework focuses attention on the achievement of twofold determinants for higher value productivity; organically structured service department and, as a result, high levels of employee's affective commitment. The framework indicates that offerings of lean thinking model provide a mechanism through which the productivity of service workers can be enhanced. The paper concludes that through the implementation of lean thinking to service operations, higher levels of service workers affective commitment will have a substantial impact on increasing service value productivity. The framework presented is important in that it attempts to incorporate service workers commitment concepts with service operations design to substantially promote service productivity.
International Journal of Quality and Innovation 01/2012; 2(1):1-17