Abstract
M.Tech. (Operations Management)
The data set in different categories of the questionnaire includes background information, customer service, employee satisfaction, customer satisfaction, operations systems and productivity. Data analysed using Statistical Package for the Social Sciences interprets that there is normality within the data set. Data spread is within 68% of the standard deviation from the mean; the mean average, mode and median are approximately three which mean the data set is asymmetrical normal distribution. Data reliability analysis shows that there is internal consistency with the alpha value of at least 0.7. The level of significant is more than 0.05 which interprets that the null hypothesis must be accepted which also interprets that there is a significant difference in different groups of categories. The Lean Supply/System is one of the world class services that has achieved high productivity and led to improved efficiency in the provision of customer service within any kind of organisation. As much as the purpose of the study is to improve operations and customer service in relation to lean supply implementation, the study is done to solve the research problem which is, ―The inefficiencies in the quality of service‖. The research design used is qualitative research; the population is all the employees of Estate Agency Affairs Board (EAAB) and sample of estate agents; a census sample has been used while the subjects were selected from EAAB population. The Lean System needs to be implemented within EAAB operations and processes in order to achieve a high level of customer service.
The main aim of the study is to increase the level of efficiency in relation to customer services through lean supply implementation within services and operations processes.