Applying Lean Service Concepts to the Fault Reporting, Analysis, and Corrective Action System : A Case Study at an Engineering Firm

Abstract: As a general rule, companies have focused most of their improvement initiatives in manufacturing and operations, leaving their internal service processes behind. This study presents a FRACAS process which is underperforming in terms of lead time. The process is studied in detail and the people who work with it were interviewed to find out how they think the process inhibits their work. The contribution this study makes is that it provides an example of what lean FRACAS could mean. The studied process presents itself as non-compliant with what the employees wish from such a process. This in turn causes these employees to underperform since they think that the process does not seem to provide value to neither themselves nor the customers.