manufacturing contexts. Increasingly, these concepts are being applied in services—
hospitals, fast food, insurance-claim processing, engineering change orders, and so forth (Ordonez 2000,
Swank 2003). Many individuals who have studied
operations management and management science
point out that lean concepts are not new, in spite of
the recent hype. About 100 years ago, Henry Ford
borrowed lean process-flow ideas from the meat packing industry and enhanced them with principles from
Frederick Taylor. In…
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