Lean 4.0 for customer-centric digital transformation: Analysis through a work systems framework

Abstract

In this study we adopt work-systems framework to observe features of industry 4.0 and lean systems (ILS) – or lean 4.0 systems, and illustrate how their work-system components combine to produce a customercentric transformation. We interpret two published cases of firms, one which ventured into industry 4.0, and other which undertook a lean approach, through this framework. We observe that while both firms ended up with a customer-centric digital transformation, industry 4.0 approach undertaken by one of the firms was largely technology-driven, while lean approach adopted by the other relied primarily on processimprovements. Our work-systems interpretation of ILS and case-discussions indicate that, synergizing lean approaches with industry 4.0 technologies – or lean 4.0 approach – seems to be a promising approach for organizations to realize customer-centric digital transformation for the future.