Developing Lean Customer Service at Glamox: A Lean Manufacturing Firm

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Per Engelseth & Åsta Flo Carlsen

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  • Author Bio

    Per Engelseth is Associate Professor in logistics and supply chain management at Molde University College, Specialized University in Logistics, in Molde, Norway. His predominant teaching experience is within the fields of logistics and supply chain management, Lean and quality management, and business marketing. He defended his PhD 2007 thesis in logistics/SCM at BI Norwegian School of Management with the title: ‘The role of the package as an information resource in the supply chain’. Research interests include offshore maritime and petroleum logistics, value chain management, complex responsive processes, Lean networks and administrative processes, packaging logistics, CRM and ICT for logistics purposes, product standards and GS1 bar codes/labelling, food safety – quality, traceability. He has published numerous academic papers including International Journal of Physical Distribution and Logistics Management, Global Business Review, International Food and Agricultural Management Review and Journal of Business and Industrial Marketing. He has also published two book chapters through Springer. He has attended numerous conferences including NOFOMA, IFAMA Scientific Symposium, ISL, IMP, EurOMA, Nordic Workshop on Inter-organizational Relations and the Chain and Network Conference (Hosted by Wageningen University).

    Åsta Flo Carlsen is Customer Services Manager at Glamox ASA in Molde, Norway, a position she has held for the last four years. She has studied business management with specialization in marketing. She has been working in the administration of Glamox in Molde since 1993. At Glamox she became a member of the directory board on Lean development before the company initiated Lean-founded process development techniques. She has over the past three years actively participated in Lean process development in the logistics department, which includes the customer service function.

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