Abstract
From its manufacturing origin, the lean concept has been widely disseminated into services, including public services. The term “lean service” first appeared in Bowen and Youngdahl (1998) to describe how the tools and principles being derived in a manufacturing setting were applicable in a service context. There has since been an increase in the interest in lean service both in practice and in literature, with contributions now being published in top operations management journals (e.g., LaGanga, 2011).