Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 31473
Adoption of Lean Thinking and Service Improvement for Care Home Service

Authors: Chuang-Chun Chiou


Ageing population is a global trend; therefore the need of care service has been increasing dramatically. There are three basic forms of service delivered to the elderly: institution, community, and home. Particularly, the institutional service can be seen as an extension of medical service. The nursing home or so-called care home which is equipped with professional staff and facilities can provide a variety of service including rehabilitation service, short-term care, and long term care. Similar to hospital and other health care service, care home service do need to provide quality and cost-effective service to satisfy the dwellers. The main purpose of this paper is to show how lean thinking and service innovation can be applied to care home operation. The issues and key factors of implementing lean practice are discussed.

Keywords: Lean, Service improvement, SERVQUAL, Care home service.

Digital Object Identifier (DOI):

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2816


[1] G. Magnus, "The Age of Aging: How Demographics are Changing the Global Economy and Our World Canadian Studies,” in Population 38, No. 1–2:191–3 (Spring/Summer 2011).
[2] Office of Health and the Information Highway, Available online at: (accessed December 25, 2010).
[3] M. M. Maheu, A. Allen, "E-Health & Telehealth Glossary,” Available online at: (accessed January 10, 2011).
[4] B.P., Britton,M.K. Engelke,D. B. Rains, and K. Mahmud "Measuring Costs and Quality of TeleHomecare,” Home Health Care Management & Practice June 12: 27-32 (2000).
[5] S. Koch, "Home telehealth – Current state and future trends,” International Journal of Medical Informatics, 1-12 (2005)
[6] H. Wenzek, "Telehealthcare Will Soon Be Keeping All of Us Healthier,” IBM, (2005).
[7] M. Tsuji, "Bussiness Briefing: Clobal HealthCare,” The Telehomecare/ Telehealth System in Japan, 72-74 (2002).
[8] M. Gasier, J. Barlow, Project form as a vehicle for delivering innovative, adaptable healthcare facilities. Examples from the UKs PFI hospitals programme. HaCIRIC, (2007).
[9] C. K. Kwong, H. Bai. "A fuzzy AHP approach to the determination of importance weights of customer requirements in quality function deployment,” Journal of Intelligent Manufacturing, vol. 13, no. 5, pp. 367-377 (2002).
[10] A. Parasuraman, V. A. Zeithaml, and L. L.Berry, "A Conceptual Model of Service Quality and Its Implication for Further Research,” Journal of Marketing, 49, 41-50 (1985).
[11] V. A. Zeithaml, L. L. Berry, "Service Marketing: Integrating Customer Focus across the Firm,” McGraw-Hill, New York, (2000).
[12] L. V. Stephen & F. Robert "Lusch Service-dominant logic: continuing the evolution J of the Acad,” Mark. Sci. , 36:1–10 (2008).
[13] S. T. Bruce, "The sources and aims of innovation in services: Variety between and within sectors Economics,” Innovation and New Technology Volume 12, Issue 6, (2003).
[14] F. Gallouj, Innovation in the service economy: the new wealth of nations, (2002).
[15] H.J. Bullingera, K. P. Fähnrichb and T. Meiren "Service engineering—methodical development of new service products,” International Journal of Production Economics Volume 85, Issue 3, 11 September, Pages 275-287 (2003).
[16] G. L Shostack, "Designing services that deliver,” Harvard Business Review, 62(1), 133-139 (1984).
[17] Booch, Grady, J. Rumbaugh, and I. Jacobson, The Unified Modeling Language User Guide, Addison-Wesley, Boston (1999).
[18] F. I. Stuart, and S.Tax , "Toward an Integrative Approach to Designing Service Experiences: Lessons Learned from the Theatre,” Journal of Operations Management, Vol.6 (22), pp.609-627 2004.
[19] Berry, L. Leonard, P. C. Lewis, and H. H. Stephan, Managing the Total Customer Experience Sloan Management Review, 43 (3), 85-89 (2002).
[20] M. H. Saliminamin, N. Nezafati, "A new method for creating non technological principles of TRIZ,” The TRIZ Journal. October, (2003).
[21] C. S. Lin, C. T. Su, "An Innovative Way to Create New Services: Applying the TRIZ Methodology,” Journal of Chinese Industrial Engineering, Vol. 24No. 2P 142-152 (2007).
[22] J. Zhang, K. H. Chai and K. C. Tan, "40 inventive principles with applications in service operations management,” The TRIZ Journal, December, (2003).
[23] J. Zhang, K. H. Chai and K.C. Tan, "Applying TRIZ to service conceptual design: an exploratory study,” Creativity and Innovation Management, 14, 34-42, (2005).