Creating Value or Waste? - Evaluating the Production of Real Estate Services with Lean Thinking

Tuuli Jylhä

Creating Value or Waste? - Evaluating the Production of Real Estate Services with Lean Thinking

Julkaisun otsikon käännös: Kiinteistöliiketoiminnan palveluiden arvontuotanto lean-ajattelun näkökulmasta

Tutkimustuotos: Doctoral Thesis › Collection of Articles

Abstrakti

Tässä väitöskirjassa tutkimuskohteena on kiinteistöliiketoiminnan palveluiden arvontuotanto. Vaikka kiinteistöjen ja kiinteistöpalveluiden roolia arvontuottajana on korostettu kirjallisuudessa, itse arvontuotantovaihe, eli miten palvelut tuotetaan, on jäänyt vähemmälle huomiolle. Sen sijaan on keskitytty ns. panos-tuotos-ajatteluun, jonka mukaan palveluita voidaan johtaa panoksen ja tuotoksen suhteella eikä arvontuotantovaihetta huomioida. Miten voimme odottaa parempia palveluita, mikäli teemme asiat samalla tavalla? Tämän vuoksi tässä tutkimuksessa tutkimuskohteena on kiinteistöliiketoiminnan palveluiden arvontuotanto. Tässä tutkimuksessa arvontuotantoa tutkitaan lean-johtamisfilosofian näkökulmasta. Arvontuotantoa tarkasteltiin neljän syvällisen tapaustutkimuksen avulla, jotka pohjautuvat yli 120 haastatteluun ja työpajaan. Arvontuotantoa tutkittiin kahden tutkimuskysymyksen avulla. Ensimmäinen tutkimuskysymys tarkastelee arvontuotantokykyä: kuinka hyvin asiakasarvoa tuotetaan lean-johtamisfilosofian näkökulmasta. Tuloksien mukaan nykyisen arvontuotannon kyky tuottaa arvoa on heikko. Koska nykyinen arvontuotanto ei pysty tuottamaan arvoa yhtenäisesti läpi koko arvontuotantoketjun, uhkana on, että arvontuotannon lopputulos ei ole asiakasarvon vastine. Koska ensimmäisen tutkimuskysymyksen yhteydessä huomattiin nykyisen arvontuotannon rajoittuneisuus, toinen tutkimuskysymys tarkastelee seikkoja, jotka häiritsevät arvontuotantoa. Analyysin perusteella tunnistettiin kuusi tyypillistä hukan lähdettä: (1) heikko informaation hallinta, (2) muuttuviin tarpeisiin heikosti reagoiva arvontuotantoprosessi, (3) vastakkainasetteluun perustuva kilpailutus, (4) systemaattisten parannusten puute, (5) työntekijöiden ylikuormitus ja (6) erilliset osaprosessit. Tarkastelemalla hukan lähteiden välisiä suhteita huomataan, että hukan lähteet aiheuttavat negatiivisen kehityskierteen pahentamalla tilannetta toisissa hukan lähteissä. Esimerkiksi heikko informaation hallinta pahentaa työntekijöiden ylikuormaa ja tämä heikentää edelleen informaation hallintaa. Tämän kierteen katkaisemiseksi erityisesti hukan lähdettä, joka eskaloi negatiivista kehityskierrettä, pitäisi minimoida. Tämä hukan lähde on erilliset osaprosessit. Esimerkiksi informaation kuljettaminen osaprosessista toiseen heikentää informaation hallintaa. Jos toimenpiteet eivät vaikuta osaprosessien vähentämiseen, negatiivisen kehityskierteen katkaiseminen vaikeutuu. Tämän tutkimuksen tulokset kannustavat jatkamaan lean-ajattelun käyttöä kiinteistöalalla. Lean tarjoaa erilaisen näkökulman arvontuotannon parantamiseen ja tämä näkökulma on jokaisen yrityksen ja tutkijan käytettävissä.

Julkaisun otsikon käännös	Kiinteistöliiketoiminnan palveluiden arvontuotanto lean-ajattelun näkökulmasta
Alkuperäiskieli	Englanti
Pätevyys	Tohtorintutkinto
Myöntävä instituutio	Aalto-yliopisto
Valvoja/neuvonantaja	Junnila, Seppo, Vastuuprofessori Junnila, Seppo, Ohjaaja
Kustantaja	Aalto University
Painoksen ISBN	978-952-60-5344-8
Sähköinen ISBN	978-952-60-5345-5
Tila	Julkaistu - 2013
OKM-julkaisutyyppi	G5 Artikkeliväitöskirja

Tutkimusalat

arvontuotanto
asiakasarvo
kiinteistöpalvelut
lean-ajattelu
hukka

Pääsy asiakirjaan

http://urn.fi/URN:ISBN:978-952-60-5345-5

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@phdthesis{4179306de9cd451da224b7f65ec67ca0,

title = "Creating Value or Waste? - Evaluating the Production of Real Estate Services with Lean Thinking",

abstract = "This thesis is interested in the production of value in real estate services. Real estate literature has not addressed the value creation but has rather adopted input-output thinking: services are managed by the ratio of output to input instead of managing the actual value creation. How can we expect a better output if the work done between the input and output is not changed? The aim of this thesis is to contribute to the knowledge on the value creation of real estate services. In the thesis, value creation is studied using lean thinking as a framework. The thesis includes four in-depth case studies with more than 120 interviews and workshops. This thesis has two main research questions. The first research question addresses how capable the current value creation is in customer value delivery from the lean thinking perspective. The findings indicate that the capability of the current value creation to deliver customer value is limited. The current value creation processes and practices do not provide customer value coherently throughout the value creation and thus the likelihood that the outcome is not in line with the case-specific customer value increases. Based on the findings regarding the first research question, the second research question was focused on waste, i.e., how value creation is interrupted from the lean thinking perspective. In the cross-case analysis, six common sources of waste were identified as interrupting the value creation: (1) poor information management, (2) unresponsive processes, (3) adversarial bidding, (4) lack of systematic improvement, (5) overload of employees, and (6) separate sub-processes. The sources of waste can be viewed one by one, although they also interact with and aggravate each other. For example, poor information management with flooding, lacking and missing information generates more wasted activities, such as searching for information, and thus increases the overload of employees. Similarly, the overload of employees aggravates poor information management. The interaction between the sources of waste creates a vicious cycle. To break the vicious cycle, attention should also be paid to the root source of waste: separate sub-processes. For example, separate sub-processes stimulate poor information management when information is passed from one sub-process to another. Therefore, breaking the vicious cycle becomes more difficult, if the improvement actions do not minimise the sub-processes. The results of this thesis encourage to continue utilising lean thinking in the real estate field. Lean thinking is available to all practitioners and academia and offers a different perspective on how to improve the value creation of real estate services.",

keywords = "value creation, customer value, real estate services, lean thinking, waste, arvontuotanto, asiakasarvo, kiinteist{\"o}palvelut, lean-ajattelu, hukka, value creation, customer value, real estate services, lean thinking, waste",

author = "Tuuli Jylh{\"a}",

year = "2013",

language = "English",

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publisher = "Aalto University",

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school = "Aalto University",

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N2 - This thesis is interested in the production of value in real estate services. Real estate literature has not addressed the value creation but has rather adopted input-output thinking: services are managed by the ratio of output to input instead of managing the actual value creation. How can we expect a better output if the work done between the input and output is not changed? The aim of this thesis is to contribute to the knowledge on the value creation of real estate services. In the thesis, value creation is studied using lean thinking as a framework. The thesis includes four in-depth case studies with more than 120 interviews and workshops. This thesis has two main research questions. The first research question addresses how capable the current value creation is in customer value delivery from the lean thinking perspective. The findings indicate that the capability of the current value creation to deliver customer value is limited. The current value creation processes and practices do not provide customer value coherently throughout the value creation and thus the likelihood that the outcome is not in line with the case-specific customer value increases. Based on the findings regarding the first research question, the second research question was focused on waste, i.e., how value creation is interrupted from the lean thinking perspective. In the cross-case analysis, six common sources of waste were identified as interrupting the value creation: (1) poor information management, (2) unresponsive processes, (3) adversarial bidding, (4) lack of systematic improvement, (5) overload of employees, and (6) separate sub-processes. The sources of waste can be viewed one by one, although they also interact with and aggravate each other. For example, poor information management with flooding, lacking and missing information generates more wasted activities, such as searching for information, and thus increases the overload of employees. Similarly, the overload of employees aggravates poor information management. The interaction between the sources of waste creates a vicious cycle. To break the vicious cycle, attention should also be paid to the root source of waste: separate sub-processes. For example, separate sub-processes stimulate poor information management when information is passed from one sub-process to another. Therefore, breaking the vicious cycle becomes more difficult, if the improvement actions do not minimise the sub-processes. The results of this thesis encourage to continue utilising lean thinking in the real estate field. Lean thinking is available to all practitioners and academia and offers a different perspective on how to improve the value creation of real estate services.

AB - This thesis is interested in the production of value in real estate services. Real estate literature has not addressed the value creation but has rather adopted input-output thinking: services are managed by the ratio of output to input instead of managing the actual value creation. How can we expect a better output if the work done between the input and output is not changed? The aim of this thesis is to contribute to the knowledge on the value creation of real estate services. In the thesis, value creation is studied using lean thinking as a framework. The thesis includes four in-depth case studies with more than 120 interviews and workshops. This thesis has two main research questions. The first research question addresses how capable the current value creation is in customer value delivery from the lean thinking perspective. The findings indicate that the capability of the current value creation to deliver customer value is limited. The current value creation processes and practices do not provide customer value coherently throughout the value creation and thus the likelihood that the outcome is not in line with the case-specific customer value increases. Based on the findings regarding the first research question, the second research question was focused on waste, i.e., how value creation is interrupted from the lean thinking perspective. In the cross-case analysis, six common sources of waste were identified as interrupting the value creation: (1) poor information management, (2) unresponsive processes, (3) adversarial bidding, (4) lack of systematic improvement, (5) overload of employees, and (6) separate sub-processes. The sources of waste can be viewed one by one, although they also interact with and aggravate each other. For example, poor information management with flooding, lacking and missing information generates more wasted activities, such as searching for information, and thus increases the overload of employees. Similarly, the overload of employees aggravates poor information management. The interaction between the sources of waste creates a vicious cycle. To break the vicious cycle, attention should also be paid to the root source of waste: separate sub-processes. For example, separate sub-processes stimulate poor information management when information is passed from one sub-process to another. Therefore, breaking the vicious cycle becomes more difficult, if the improvement actions do not minimise the sub-processes. The results of this thesis encourage to continue utilising lean thinking in the real estate field. Lean thinking is available to all practitioners and academia and offers a different perspective on how to improve the value creation of real estate services.

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KW - customer value

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Creating Value or Waste? - Evaluating the Production of Real Estate Services with Lean Thinking

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Tutkimusalat

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