Purpose – Lean thinking is important for a successful implementation of process-driven changes. Especially financial service providers are forced to improve their organisational efficiency due to intense competition and regulatory burdens. The purpose of this paper is to identify how lean...

Purpose The purpose of this paper is to understand the role of increasing employees’ level of continuous improvement (CI) empowerment, i.e. employees’ knowledge and understanding of CI, the possibility of open communication and support from the work environment regarding CI, in the...