Processes Optimization with Lean Tools Intensification in the Non-manufacturing Sector

The tourism industry can currently be considered one of the most important sectors of the business sphere, which largely affects the development of the national economy. Modern technologies have influenced the development of tourism in various directions and significantly contributed to the transformation of the classic customer into the so-called active customer. An active customer directly enters the product creation process through a specific corporate business model that the given company has. The constantly increasing share of online customers thus represents a huge base of potential clients but also information that needs to be processed and flexibly responded to. The article is processed as a case study, where lean principles, which are part of the process approach, are applied during the analysis. They are effective in finding and defining 7/8 basic types of losses in the production sphere, which is also related to the decision by the author of the article to use these tools in the non-production sphere as well. The output of the case study is a processed proposal of the methodology for performance measurement, and schemes of key indicators for the non-production area are proposed. Through the proposed methodology, it is possible to improve processes in the field of service provision, focusing primarily on the hotel industry, and to transform them from a classic model to a model with implemented lean tools.