Purpose

The COVID-19 pandemic situation has imposed changes in the way many services are being provided. The purpose of this paper is to explore the use of lean thinking and digital transformation on services redesign of a higher education institution. The aim is to improve efficiency and incorporate new health and safety recommendations because of the pandemic situation.

Design/methodology/approach

This paper follows a case study approach to explore how lean thinking contributes to the digital transformation of services. The data was collected through student surveys from a Portuguese University, where three different academic services were selected.

Findings

This paper identifies important requirements for new and improved online alternatives to face-to-face interactions of the students with the academic services. It also shows that lean thinking is a driver for digital transformation of services.

Practical implications

This paper presents a dedicated roadmap to aid the implementation of a digital transformation process within student academic services of higher education institutions.

Originality/value

This paper addresses the digital transformation of services through a lean thinking perspective and considering four dimensions: quality, efficiency, cost reduction and health and safety.

中文翻译：

---

服务数字化转型中的精益思维

目的

COVID-19 大流行的情况使许多服务的提供方式发生了变化。本文的目的是探索精益思维和数字化转型在高等教育机构服务重新设计中的应用。目的是为了提高效率并根据大流行情况纳入新的健康和安全建议。

设计/方法/方法

本文采用案例研究方法来探索精益思维如何促进服务的数字化转型。数据是通过葡萄牙大学的学生调查收集的，其中选择了三种不同的学术服务。

发现

本文确定了对新的和改进的在线替代方案的重要要求，以替代学生与学术服务的面对面互动。它还表明精益思维是服务数字化转型的驱动力。

实际影响

本文提出了一个专门的路线图，以帮助在高等教育机构的学生学术服务中实施数字化转型过程。

原创性/价值

本文从精益思维的角度并考虑四个维度来解决服务的数字化转型：质量、效率、成本降低以及健康与安全。