Impact of lean service, workplace environment, and social practices on the operational performance of India post service industry

Abstract

This paper aims to study the determinants of the Lean Service System (LSS) on the Operational Performance (OP) of India's mail service in the National Sorting Hub (NSH), Mangaluru, Karnataka, the southern part of India. Measuring the OP in mail service is a big challenge in the postal service industry. Hence, we have conducted a survey, and 150 usable data has measured the impact of Lean Service Practices (LSP), Lean Workplace Environment Practices (LWEP), and Lean Social Practices (LSoP) on the OP. The results are analyzed from the partial least square based structural equation modelling (PLS-SEM) with the support of R programming. The analysis shows that there is positive and significant impact of LSP ( β = 0.380, p < .05), followed by LWEP ( β = 0.281, p < .05), and LSoP ( β = 0.266, p < .05) on OP. The practical effect of the findings of LSS are effectively implemented for enhancing the OP of the business. This research addresses the appropriate empirical model to test LSS in India's postal service industry, which is scant in the existing literature. Moreover, this study helps India Post to review its policy so as to sustain the effectiveness of Lean Service (LS) implementation.

Lean Six Sigma Impact Analysis on Sustainability Using Partial Least Squares Structural Equation Modeling (PLS-SEM): A Literature Review

“…Reduce cycle time [78,91] Mindset and attitude [94,96] 5 Why [93] Root cause [104] Six Sigma methodology [101] Safety health environment [88] Problem solving [66] Performance oriented [83] External integration [94] Critical to quality (CTQ) [75] The application of LSS in industries has been considered as a means for achieving sustainable development goals [21,33]; despite several studies supporting it [21,94,100,113], some authors mention that L practices do not relate to all the pillars of the triple bottom line [83,107,114]. A debate has arisen about whether LSS benefits all sustainability pillars.…”

“…Improvement in employee performance [91,98,103] Launch of new products [66,102,106] Competitive advantages [68,69,106] Employees understanding the process [91,104] Net income [75,105] Process variability [75,108] Capacity utilization [67,108] Return on sales [79,87] Process efficiency [104,108] Available equipment [106,108] Reduction in human errors [91,104] Improvement in housekeeping [91] Return on equity [78] Defects [105] Overtime [66] Reliability [87] Dependability [76] Company's image [100] Overall equipment effectiveness (OEE) [58] Social Community quality of life [83,94,100] Safety in the workplace [21,94,100] Job satisfaction [82] Customer retention and loyalty [83] Green image [83] Relationship with the community [100] Health and safety of the society [83] Society wellbeing in all operati...…”

“…Setup[2,64,67,70,71,73,74,85,87,90,93,95,97,100,[104][105][106]108] Employee involvement[21,65,67,74,75,77,78,83,84,[93][94][95]98,[103][104][105]108] Continuous flow[2,55,67,[71][72][73][74]87,91,93,95,98,105,108] …”

The Influence of Internal Customer Care Management on Service Quality - A Case of Kilombero Sugar Company Limited (KSCL) in Tanzania

“…Azizi et al (2014) It is indispensable to upgrade working environments to encourage employee's job performance (Chandrasekar, 2011;Kiruja and Kabare, 2013). The studies that aligned work environment and organizational performance include Agbozo (2017), Abdulhamid and Majid (2020), Nazeer et al(2020), Vadivel et al (2021. However, these studies did not link the work environment, internal customer care, and service quality.…”

Lean Supply Chain System in Indonesian Banking Industry

“…The banking industry's problems in the midst of the Covid-19 pandemic include a high proportion of credit and a respectable number of replacement liabilities despite a rise in the level 1 capital buffer, as well as disruption in the quality of human resources at the regional level [16], [17], [18], [19], [20]. Lean management is a factor that is becoming increasingly important in terms of customer satisfaction and supplier performance [21], [22], [23], [24], [25]. First, the supply chain, specifically assessing the company's level, the company's expertise in implementing supply chains, particularly matters connected to the implementation of supply chain management, would all have the same influence, although having an important point of view.…”