Faktor Kejayaan Pemikiran Lean dan Pencapaian Operasi di Sektor Perkhidmatan
Success Factors of Lean Thinking and Operational Performance in Service Sector

Fakulti Ekonomi dan Pengurusan
Universiti Kebangsaan Malaysia
43600 UKM Bangi, Selangor, MALAYSIA.

wanrose@ukm.edu.my

UKM-Graduate School of Business
Universiti Kebangsaan Malaysia
43600 UKM Bangi, Selangor, MALAYSIA.

idarosnita@ukm.edu.my

Abstract

In global competition, the service sector has to focus on fulfilling consumers’ demand that need a quality services yet, at a low cost. The usage of quality improvement practices such as Lean, able to fix organizations’ operational to achieve the objective. The application of Lean in service sector is more familiar with the term ‘Lean Thinking’ due to the enhancement of operational based on five principles of Lean Thinking. Therefore, this research was conducted to test whether the application of Lean Thinking in a few public and private hospitals in Malaysia can assist in operational performance. Other than that, the purpose of this study is to identify the important internal and external factors that contribute to the success of Lean Thinking in service sector. In this research, Resource-based View Model approach was used as an underlying theory to identify internal factors which is workers oriented that influence the success of the Lean Thinking. The internal factors were than divided to general factors and specific factors. General factors are made of top management, training and education, communication and employees involvement; while the specific factor is thinking development. In this study, external factor which is government interference was also tested as the public hospitals are very bounded to the government policy. The data was analysed using Partial Least Square (PLS) approach. The result showed only internal factors (general factors and specific factors) have influences towards the operational performance. Meanwhile, the external factor which is government interference does not influence the success of Lean Thinking practices in public and private hospitals in Malaysia. The result was parallel with the previous researchers that the important factor that moved the improvement practices must be started from the organization’s internal strengths. These findings are important as a guideline to the practitioners to prioritize the factors based on workers oriented in order to increase operational achievements through Lean Thinking.

Keywords

critical success factors; Lean thinking; operational performance; partial least squares (PLS); resource-based view (RBV)
http://dx.doi.org/10.17576/pengurusan-2016-47-12

Citation

Abdul Hamid, R., & Ismail, I. R. (2016). Faktor Kejayaan Pemikiran Lean dan Pencapaian Operasi di Sektor Perkhidmatan. Jurnal Pengurusan, 47, 143–155. http://dx.doi.org/10.17576/pengurusan-2016-47-12

@article{abdulhamid2016faktor,
  title={Faktor Kejayaan Pemikiran Lean dan Pencapaian Operasi di Sektor Perkhidmatan},
  author={Abdul Hamid, Roshayati and Ismail, Ida Rosnita},
  journal={Jurnal Pengurusan},
 

volume={47},
  number={},
  pages={143—155},
  year={2016},
  doi={http://dx.doi.org/10.17576/pengurusan-2016-47-12},
  publisher={Penerbit UKM},
}

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47 (2016) 143 – 155

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