2. What are the driving forces to implement Lean?

The second question we asked was why service organisations choose to implement Lean. There seem to be many and different reasons for this, and people in the same company often have different answers.

The survey results however, do not come as a surprise. The top three reasons, Quality, Cost and Customer Satisfaction are well known trademarks of Lean companies since many years.

Challenge 2: What are the driving forces to implement Lean?

The improved end-to-end process perspective also encompasses answers about improving cooperation in and outside the organisational boundaries. This is strong driving force for respondents both in Private and Public Sectors who see problems with departments working as silos and other government organisations optimising their own performance instead of maximising the output of the process.

One respondent lists many different driving forces and also that they can change with time:
"The purpose is to support our CEO in the vision to be ONE Company since we were and still are a company with different cultures, processes and infrastructure internally. // We started to implement a common way of working to increase efficiency and reduce cost. Today however, focus has shifted more towards increased Customer Satisfaction and improved processes end-to-end."

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