A Dynamic Capabilities View of Lean in a Service Context

In this article, we present the progression of lean deployment in a multilateral organization and subsequently characterize a dynamic capabilities framework of lean for organizational learning. It systematically explores the identification, execution, sustenance, and evaluation of lean in a service setting. A roadmap to lean deployment in pure-service environments and leveraging lean to create a win-win strategy for both employees and top management are a few key highlights of this article. Drawing parallels from dynamic capabilities literature, we propose a “dynamic capabilities” view of lean deployment (as a strategic resource), thereby evaluating lean's fitness to be recognized as a dynamic capability and not merely a process improvement practice.