The main aim of this paper was two-fold: first, to design a participative methodology that facilitates lean management implementation in healthcare by adopting the action research approach; second, to illustrate the usefulness of this methodology by applying it to the sleep unit of a public hospital in Spain. This methodology proposes the implementation of lean management in its broadest sense: adopting both lean principles and some of its practical tools or practices in order to achieve competitive advantage. The complete service value chain was considered when introducing changes through lean management implementation. This implementation involved training and involving staff in the project (personnel pillar), detecting and analysing “waste” in value chain processes (processes pillar) and establishing control and measurement mechanisms in line with objectives (key performance indicators pillar) and putting in place improvement actions to achieve these objectives. The application of this methodology brought about an improvement in the management of patient flow in terms of effectiveness, efficiency and quality but also an internal transformation towards lean culture.

Purpose: The purpose of this paper is to propose and validate a framework for improving efficiency in road transport based on key performance indicators (KPIs) and personnel participation. The use of the “Overall Equipment Effectiveness” (OEE) indicator is widespread in factories. The framework adapts OEE to transport management. Design/methodology/approach: Research was divided into two phases. The first phase included development of a participative framework, which was based on the authors’ experience and a literature review related to transport KPIs. The second phase involved the validation of the framework, adopting an “Action Research” approach by leading its implementation in a Spanish retailer. Findings: Implementation of the framework has promoted more efficient transport in the company. The framework could be extrapolated to other companies, particularly, transport and parcel companies. By applying the “Action Research” approach it has been shown that researchers and practitioners can create knowledge by resolving problems that are of interest to both parties. Research limitations/implications: The framework has been applied in one company and could achieve broader validation. Additionally, integrating only indicators of transport efficiency into the OEE proposal has meant that other perspectives, such as costs or the environment, have not been dealt with directly. Originality/value: The framework is a new line of research applied to transport management. The academic and business contributions fall into three areas: transport management, organizational change and the methodology. There are few examples that illustrate “Action Research” adoption within the scope of supply chain management.

The main aim of this paper is to propose a framework for the improvement of supply chain processes based on personnel participation, specifically focussed on improving a company's competitiveness. The paper's research has a two-step approach: theory building and theory testing. Theory building consists of proposing a framework for implementing competitiveness through people. To do this, a literature review was conducted. For theory testing, the authors have chosen the 'action research' methodology, involving researchers and practitioners to enrich understanding of the field. The paper deploys a longitudinal study, covering more than 20 years of personnel involvement in a company, to explain and justify the reasons and needs for evolution. This practical approach supports the proposed framework. The results of this research are of interest to the business and academic world as they identify critical aspects for the successful implementation of participation programmes in businesses, and also how these aspects should be implemented and developed. This allows businesses which are newcomers to participation programmes, or whose programmes have stalled or are in decline, to take corrective measures that would effectively reorient them towards continuous improvement in supply chain management.

Purpose – The research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000-certified organizations of the Euro-region Galicia (Spain)-North of Portugal. Design/methodology/approach – The empirical study was conducted on a random sample of 305 ISO 9000 companies. Data were gathered by personally interviewing those responsible for quality management at the companies. Findings – Certified companies in the Euro-region Galicia-North Portugal have a high awareness of the need to measure and analyze the satisfaction of their customers and a predisposition towards it but, when it comes to putting said practice into action, they fall into certain methodological deficiencies that lead to their usefulness being only moderate. Research limitations/implications – This is a basically descriptive work concerning the practice of measuring and analyzing customer satisfaction in certified companies, within the Galicia (Spain)-North Portugal Euro-region. The results obtained are based on evaluations given by the interviewees, so that their reliability depends, to a large extent, on sincerity and good information being provided by the same. Originality/value – The work is particularly useful for practitioners. The results may act as a guideline for the companies implementing these practices and for those who will do so in the near future. It is also of interest for orientating activities involving evaluation, training and assessment by companies and official bodies related to quality management, such as consultants, certification bodies, universities, business schools, etc.