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  2. 2012
  3. June
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  5. Survey of service operations and performance
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I would like to thank you for your assistance in providing your comments on my questionnaire.
This questionnaire aims at understanding how lean system has been implemented in the UK service sector (excluding healthcare and Charities) and its effect on the operational and financial performance. After you have answered the questions, I appreciate your feedback on the following:
• Were the questions clear and easy to answer?
• Is the sequence of questions convenient?
• Any difficulty you encountered while answering the questions
• Is there any item (to your knowledge) that can be added or deleted to best achieve the aim of the research?
 
 
Indicate the extent to which your firm has implemented the following practices: (tick one option)
(1) No intention (2) Considering (3) Beginning (4) Partially (5) Substantially (6) Fully
5Ss
A3 report
Automation
Change management
Continuous improvement
Eliminating loop-backs
Group technology
Improving facility layout
Just in Time
Kaizen blitz
(1) No intention (2) Considering (3) Beginning (4) Partially (5) Substantially (6) Fully
Kanban
Mistakes proofing/Poka-Yoke
Model cell, roll out
Outsourcing
Point of use storage
Policy deployment/Hoshin Kanri
Process redesign
Production leveling/Heijunka
Pull system
Quality circles
(1) No intention (2) Considering (3) Beginning (4) Partially (5) Substantially (6) Fully
Quality function deployment
Quick set up time
Root cause analysis
Segregating complexity
Self inspection
Simplification
Single piece flow
Small lots
Standardization
Takt time
(1) No intention (2) Considering (3) Beginning (4) Partially (5) Substantially (6) Fully
Total preventive maintenance
Total quality
Use of new technologies
Value stream mapping
Vertical information system
Visualization
Work load balancing
 
 
 
Please tick (√) for one or more of the following reasons for which your firm has implemented any of the practices presented in question (1) :
 
Elimination of waste
 
Good results achieved by other firms applying the practices
 
Improve available capacity
 
Improve competitiveness
 
Improve customer satisfaction
 
Improve operational efficiency
 
Improve productivity
 
Improve quality of product/service
 
Improve working environment
 
Reduce costs
 
Reduce human errors
 
Reduce lead time and cycle time
 
Reduce staff turnover and absenteeism
 
Respond quicker to customers

 
 
How much effort, in terms of monetary, human and other resources, did your firm extend on each of the activities listed below as a direct consequence of implementing the practices reported in question (1)? (tick one option)
(1) No effort (2) (3) (4) (5) (6) Highest level of effort
An appropriate rewarding system
Customer involvement
Effective Communication System
Employee empowerment
Employees commitment
Employees involvement
Establishing a long-term relation with suppliers
Establishing environment for change
Having multifunctional employees
Improving teamwork spirit
(1) No effort (2) (3) (4) (5) (6) Highest level of effort
Leadership
Modifying the terminology to suit services
Obtaining management support
Performance measurement system
Posting performance results
Providing justifications for implementing the practices
Training
 
 
What level of problems did your firm experience in each of the following areas during the implementation of practices presented in question (1)? (tick one option)
(1) No problem (2) (3) (4) (5) (6) A critical problem
Employees resistance to change
Functional hierarchical management structure
Human errors in the implementation process
Implementation of multiple improvement programs
Lack of appropriate measurement system
Lack of knowledge of the practices
Lack of management support
Lack of training
Their origin in manufacturing
 
 
Indicate your level of agreement with achieving each of the listed benefits by your firm as a direct consequence of the implementation of the practices reported in question (1): (tick one option)
(1) Strongly disagree (2) (3) (4) (5) (6) Strongly agree
Freeing staff time
Identification and elimination of waste
Improvement in capacity
Improvement in customer perception of product/service quality
Improvement in customer satisfaction
Improvement in employees satisfaction and their performance
Improvement in employees understanding of the process
Improvement in operational efficiency
Improvement in process flexibility
Improvement in productivity
(1) Strongly disagree (2) (3) (4) (5) (6) Strongly agree
Improvement in the organization of work areas
Reduction in costs
Reduction in inventory
Reduction in lead time and cycle time
Reduction in reworks
Reduction in staff turnover and absenteeism
Reduction in the number of human errors
Reduction in work in process
Savings in space
 
 
In general, indicate your agreement with the level to which the implementation of the practices reported in question (1) was effective in improving each of the following financial performance indicators in your firm: (tick one option)
(1) Strongly disagree (2) (3) (4) (5) (6) Strongly agree
Return on investment
Return on sales
Total revenue
Net cash flow
 
 
 
Have your firm formally implemented lean system?
 
Yes
 
No
 
 
 
If your answer to the previous question is YES, indicate year initiated
   
 
 
Please indicate the level of your firm's emphasis on the following activities: (tick one option)
(1) No emphasis (2) (3) (4) (5) (6) Highest level of emphasis
achieving lower cost of services than competitors
making service/procedures more cost efficient
improving the cost required for coordination of various services
improving the utilization of available equipment, services and facilities
Introducing new services/procedures quickly
Providing services that are distinct from that of competitors
Offering a broader range of services than the competitors
Improving the time it takes to provide services to customers
Providing high quality services
Customizing services to customers need
Providing after-sale services and support
 
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