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OFFPHD-Offentlig sektor-ph.d.

Adapting and implementing Lean thinking in public services to enhance knowledge work processes

Alternative title: Organisasjonsutvikling og -styring i Offentlig Sektor Basert på Lean

Awarded: NOK 1.7 mill.

Unlike the manufacturing sector, police services and operations are less repetitive and more profoundly driven by knowledge work. Additionally, the emergency-driven working environment of the police is marked by volatility, unpredictability, complexity, and ambiguity, with human resources constantly on standby. It has been revealed that, in this context, police services pose unique challenges and impediments to practices and management theories, which are typically adopted more reluctantly. The prevailing economic and budgetary climate is changing, and there is growing awareness of human capital issues and non-financial indicators and factors. Therefore, exploring, adapting, developing, and sustainably implementing new models and methodologies by combining contemporary technological advances with Lean thinking is vital to deliver enhanced service performance and quality. This research set out to investigate the implementation of Lean thinking in police services and how engineering-based knowledge from the private sector can be adapted in a setting where knowledge work predominates.

This research project resulted in the following: 1) a processual framework for strategically implementing lean thinking; 2) a risk-based prioritization method for resource allocation and utilization; and 3) a conceptual model for exploring and prioritizing knowledge work waste. This research project provides practical situational knowledge and offers valid perceptions into organizational change. The outcomes of this research have both theoretical and practical implications. These findings can support public managers and practitioners in the system-wide implementation of lean thinking and continuous improvement practices as a crucial component of an extensive management system.

TITLE Adopting and implementing Lean thinking in public services to enhance knowledge work processes PURPOSE AND RESEARCH QUESTIONS Financial limitations and the Government's tightening of the annual operational budget present challenges for the Norwegian police services (NPS). This has resulted in immense pressure to simultaneously innovate and deliver high-quality and effective services with a limited yearly operating budget. The majority of the work carried out by the police in Norway's relatively tranquil society is human-oriented and knowledge-based. Hence, it becomes vital for the NPS to investigate continuous improvement practices to minimize the waste associated with the police service’s related knowledge work. Thus, the main objective of this research study is to explore the adaptation and system-wide implementation of Lean thinking, to minimize waste while enhancing the police service’s performance, quality, and productivity. The overall research focused on evaluating and understanding the necessary adaptation of Lean thinking as a management philosophy in the police service’s related knowledge work environment, focusing on the operational and strategic organizational levels. The following research questions are proposed: How can LT be implemented as an integral part of a comprehensive management system? Can a framework (structured procedure) be developed to assist police agencies in implementing LT? How can the concept of waste be adapted to the managerial and operational context of the police? What are the wastes prevailing in the processes of police services? How can waste be addressed using the tools and techniques of LT to improve knowledge work processes in police services?

Funding scheme:

OFFPHD-Offentlig sektor-ph.d.

Funding Sources