Resumen
Lean service aims at identifying and eliminating Muda or waste (non-value-added activities). The purpose of this paper is to answer the research questions: Which types of waste can be observed in supermarket stores during COVID-19 pandemic? How has it impacted the operational processes in stores? An exploratory case study based on structured direct observation has been conducted. A supermarket store in a Spanish mid-size city has been selected and observed for more than 30 weeks. Methods to gather data were document analysis, direct and participative observation and informal interviews with customers and employees. Seven types of Muda (defects, motion, over-processing, inventory, overproduction, transportation, and time) were identified and measured prior to COVID-19 pandemic and after the first weeks. The results show that all types of Muda increased significantly during the first four weeks after the pandemic outbreak, but they decrease afterwards when actions were implemented by the management.
