Application of value stream mapping in improving the service processes of a dental clinic

Abstract

The main purpose of this paper is to demonstrate how the time constraint can be successfully managed by eliminating, or at least reducing, the non value adding activities in a service process. For this purpose, the dental treatment section of a large dental clinic in a provincial city of Iran was selected. This research project focused on the use of the concepts of Lean Thinking by adapting them to suit a service type organisation. The results indicated that the Lean Thinking approaches can be also, successfully, applied to service type industries. Recommendations to reduce the identified non value adding activities were made to the management. Finally, suggestions for further research in this area were also made.