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The research establishes a structural approach of adopting lean thinking in services by mapping operation processes based on the integration of value stream mapping and customer-chain operations reference (CCOR) model. On this ground, lean services are realized with radio frequency identification (RFID) technology and associated software at customer touch points to improve service level and operation efficiency that eventually increase customer conversion. A case study of an apparel retailer is conducted and the results are satisfactory. The study has practical implications to both retailers and RFID product suppliers that various adoption factors of this emerging technology including ease of use, data privacy, cost advantage, compatibility and time to the market, may influence the implementation of this new initiative.
Date of Conference: 7-10 Dec. 2010