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Maintenance and repair as well as after-sales services are of increasing importance for positively impacting customer satisfaction. However, though highly established in production environments, literature is sparse on lean management applications in service environments. In this research, we aim to understand the status quo of lean management implementation in maintenance and repair-shops in the automotive industry. Based on a profound and systematic literature review and on a cross-case analysis of seven repair-shops - on the basis of document analysis, semi-structured expert interviews and on-site visits - we identify performance potentials and recommendations for industrial maintenance and repair practice.
Arlinghaus et al. (Wed,) studied this question.