A CASE STUDY: ANALYSIS OF APPLYING LEAN IN A PUBLIC STATE AGENCY AND IN A HEALTH CARE SYSTEM

Abstract: The principle of lean is to continuously improve the services and eliminate waste. The purpose of this thesis is to analyse the present situations and give some recommendations about how to improve their services and how to reduce the handling time in a public state agency and a health care system.In this study the Swedish migration board which is a public state agency and a hospital representing the health care system have been selected. Both are good candidates for applying lean concepts since they belong to the sensitive service sector where human beings are the target group. Swedish migration board and a hospital are also already applying lean to different extent in their services today.The Swedish Migration Board (a public state agency) is the authority which receives applications and handles matters on people wishing to visit or settle in Sweden. A hospital is a best health care provider where a person goes with their diseases.In order to gain a better understanding of lean and its applicability in the service sector a literature review of lean has been made. Different cases in a migration board and in a hospital are examined, analysed and discussed. This thesis will focus on analysing the processes; improve the flow in order to optimize the processes by using lean to get a better service quality.This thesis have analysed the present process of Migration Board and the hospital. Author recommends a new process and gives some comparison between two processes. In conclusion, the migration board and the health care system have to consider some fact with the new processes.