Lean thinking in the European hotel industry

This paper assesses lean practices in waste management using sample of small and medium sized hotels in 19 European countries. Seven value mapping streams were assessed, namely: Process activity mapping, Supply chain response matrix, Production variety funnel, Quality filter mapping, Demand amplification mapping, Decision point analysis, and Physical structure with particular reference guest reservation and reception, and to hotel procurement systems. It was found hotels do apply value mapping techniques, and similarities were found in hotel operations regardless of location. It is suggested that every value stream mapping technique (except production variety funnel and supply chain response matrix), can have a high impact on detecting and eliminating waste both upstream and downstream the value chain. The paper concludes by discussing managerial and research implications.

► The Process activity mapping showed that waste largely depends on external factors.
► The Quality filter mapping tool revealed that the reservation may suffer quality problems.
► The five-step model for lean transformation can help to remove waste and improve customer value.