Developing Lean Customer Service at Glamox: A Lean Manufacturing Firm

Developing Lean Customer Service at Glamox: A Lean Manufacturing Firm

  • Case
  • Teaching Notes
Abstract

Glamox is a fairly large lighting equipment manufacturer located in Norway. This company has been applying Lean manufacturing principles including Kaizen continuous improvement for several years. The case describes in detail the nature and purpose of the customer service function at Glamox; an administrative function supporting its main business purpose of manufacturing professional lighting equipment. This case text provides the background for widening Lean principles to encompass customer services. Lean principles had at the time of investigation leading to the creation of this case narrative been implemented for slightly over a year. However, the company is aware that it will never fully complete its quest towards some form of ‘perfection’. Development is an incremental stepwise process improvement journey. The case narrative provides detailed process descriptions ...

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