Integrating Lean perspectives and Knowledge Management in Services: application to the service department of a CNC manufacturer

Today, customers are more and more interested by the services surrounding the product. Services are increasing, in order to offer a more efficient package with less resources. Recently, the service sector was also hit by the deployment of new organizational frameworks, following the trend of the development of Lean approaches in the production. This article will present the first stage of the integration of these lean approaches in services jointly deployed with a KM perspective. An application of the proposed model will be presented thanks to the analysis of the functioning of a service department of a CNC manufacturer.