Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1
Principles of lean management have become more popular in recent years and the implementation area of Lean, spread from manufacturing environment to service sectors due to its wide applicability. Human centric structure of service sector reveals the need of lean principles which focuses on improv...
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doaj-1ef4fc1def724b978d0bddc122a7a0ee2020-11-25T00:59:18ZengIsarderİşletme Araştırmaları Dergisi1309-07121309-07122017-09-019334535910.20491/isarder.2017.303Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1Yeşim Deniz ÖZKAN ÖZENKeti VENTURAPrinciples of lean management have become more popular in recent years and the implementation area of Lean, spread from manufacturing environment to service sectors due to its wide applicability. Human centric structure of service sector reveals the need of lean principles which focuses on improvements related to employees. In lean thinking, elimination of wastes is one of the priority and it is essential to eliminate them for organizational enhancements. Wastes in lean were firstly defined under seven categories as overproduction, over-processing, waiting, motion, inventory, defect, transportation for manufacturing environment. However, these wastes were not found adequate, since one of the most important factor in organizations, human, was ignored. Therefore, the 8th waste of lean was presented as “talent” in order to include the human factor and it refers to underutilization of people’s talent, knowledge, skills and abilities. As eliminating talent waste has been perceived as an important concept, it should be a significant driver of increasing internal customer satisfaction. This study aims to explore the relation between talent waste and internal customer satisfaction while considering level of top management commitment. Within this context a survey was conducted with the participation of whitecollar internal customers to understand their perception of talent waste related to their jobs. At the end of the study, it is found that talent waste partially mediates the relationship between top management commitment and internal customer satisfaction.https://isarder.org/2017/vol.9_issue.3_article21_full_text.pdfInternal Customer SatisfactionTalent WasteMediation |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Yeşim Deniz ÖZKAN ÖZEN Keti VENTURA |
spellingShingle |
Yeşim Deniz ÖZKAN ÖZEN Keti VENTURA Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1 İşletme Araştırmaları Dergisi Internal Customer Satisfaction Talent Waste Mediation |
author_facet |
Yeşim Deniz ÖZKAN ÖZEN Keti VENTURA |
author_sort |
Yeşim Deniz ÖZKAN ÖZEN |
title |
Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1 |
title_short |
Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1 |
title_full |
Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1 |
title_fullStr |
Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1 |
title_full_unstemmed |
Exploring the Interaction Between Internal Customer Satisfaction and Talent Waste: A Lean Management Perspective1 |
title_sort |
exploring the interaction between internal customer satisfaction and talent waste: a lean management perspective1 |
publisher |
Isarder |
series |
İşletme Araştırmaları Dergisi |
issn |
1309-0712 1309-0712 |
publishDate |
2017-09-01 |
description |
Principles of lean management have become more popular in recent years and the
implementation area of Lean, spread from manufacturing environment to service sectors
due to its wide applicability. Human centric structure of service sector reveals the need
of lean principles which focuses on improvements related to employees. In lean
thinking, elimination of wastes is one of the priority and it is essential to eliminate them
for organizational enhancements. Wastes in lean were firstly defined under seven
categories as overproduction, over-processing, waiting, motion, inventory, defect,
transportation for manufacturing environment. However, these wastes were not found adequate,
since one of the most important factor in organizations, human, was ignored. Therefore, the 8th
waste of lean was presented as “talent” in order to include the human factor and it refers to
underutilization of people’s talent, knowledge, skills and abilities. As eliminating talent
waste has been perceived as an important concept, it should be a significant driver of increasing
internal customer satisfaction. This study aims to explore the relation between talent waste
and internal customer satisfaction while considering level of top management
commitment. Within this context a survey was conducted with the participation of whitecollar internal customers to understand their perception of talent waste related to their
jobs. At the end of the study, it is found that talent waste partially mediates the relationship
between top management commitment and internal customer satisfaction. |
topic |
Internal Customer Satisfaction Talent Waste Mediation |
url |
https://isarder.org/2017/vol.9_issue.3_article21_full_text.pdf |
work_keys_str_mv |
AT yesimdenizozkanozen exploringtheinteractionbetweeninternalcustomersatisfactionandtalentwastealeanmanagementperspective1 AT ketiventura exploringtheinteractionbetweeninternalcustomersatisfactionandtalentwastealeanmanagementperspective1 |
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