Measuring lean: An evaluation model for GRS

Abstract: The aim with this study is to develop an evaluation model for assessing the maturity grade of Gamma Retail System, GRS, in Gamma´s service workshops. GRS is a lean concept that will be broadly implemented in Gamma’s workshops during the spring and summer of 2009. Despite the fact that numerous lean literature exists, no best way of measuring lean has yet been agreed-upon. Most attempts to assess lean have also been conducted in manufacturing firms and the research in the service area is still limited. This study attempts to make a contribution to fill that gap in research. By studying three pilot workshops that have worked with GRS for some years and comparing these with two that have not, we have attempted to assess what characterises the maturity of GRS from a lean standpoint. On the basis of these findings, an evaluation model is developed. This evaluation model will serve as a hands-on tool to measure the maturity of GRS/lean in a service workshop context.