... academic services of higher education institutions. This paper addresses the digital transformation of services through a lean thinking perspective and considering four dimensions: quality, efficiency, cost reduction and health and safety. Higher education Process mapping Lean thinking...

..., a lean resource mapping framework is presented. Findings A useful mechanism is developed following a sequential processing mapping framework concluding with a “current state” lean resource matrix. Visualising how resources are aligned to functional needs to deliver customer‐based products, a “future...