ISSN 2409-7616

M. Karaseva, E. Troshkova



Maria V. Karaseva – Master student of the Department of Quality Management, Standardization and management documentation, Reshetnev Siberian State University of Science and Technology, Krasnoyarsk, Russian Federation, Е-mail:

Ekaterina V. Troshkova – PhD in Economics, Associate Professor, Department of Quality Management, Standardization and management documentation, Reshetnev Siberian State University of Science and Technology, Krasnoyarsk, Russian Federation, Е-mail:

Abstract. The search for approaches to improving the social security system is the primary task of public administration. The process of providing public services in the social security system is implemented by customer service. Customer focus is the main direction of customer service development. Existing approaches to ensure the quality of customer service management in multitasking are difficult to implement. An innovative approach is needed that will allow combining foreign and Russian experience gained in various fields of activity and applying it to the social security system. The lack of methods for measuring the economic effect of the introduction of lean production in the activities of government bodies underlines the relevance of this work. The aim of this work is to develop innovative approaches to ensure the quality of customer service management in the social security system based on the application of lean manufacturing standards. As a methodology, individual elements of the lean manufacturing management system were applied – principles; approaches to the distribution of organizational roles; approaches to managing operations and support resources; approaches to assess the quality of functioning and improve the performance of customer service. The following lean manufacturing tools were used in the work – mapping the stream of creating value; standardization of the provision of services / operations by customer service; visualization of information for consumers; 5 s application system; guidance on the training system. The scope of innovative approaches can be extended to other territorial social security bodies of the Russian Federation, as well as other services of the public administration system. Key results: reserves were found to reduce the labor costs of customer service specialists and reduce losses during operations; identified opportunities to increase the level of accessibility and awareness of citizens, improve the quality of their services and the competence of customer service personnel in the field of lean manufacturing; the requirements for the competence of customer service specialists who are able to provide a full range of services depending on the life situation of a citizen are defined.

Keywords: lean manufacturing, visualization, innovative support, mapping of the stream of creating value, quality of management, customer service, operational activities, 5 S system, standardization of service delivery, economic effect.



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For citation:

Karaseva M.V., Troshkova E.V. Innovative management quality assurance customer service based on lean production. CITISE, 2020, no. 2, pp. 79-94. DOI: