In the research paper, Relations between Lean Management and Organizational Structures, the authors came to this conclusion:
Lean management can be a very effective management method, but, as the practice shows, it must be treated as a holistic approach directed to changing the whole company. Having the knowledge about the principles of the method, there is no doubt that when going deeper into lean, a traditional, highly hierarchical structures are not effective, and can be even an obstacle to further changes. It means that organizational structures should gradually change toward more flexible solutions. As the research conducted by the author showed, this can only bring positive effect and augurs well for the future.
I have always touted that for Lean to be applied in customer facing applications such as Sales and Service that the organizational structure has to change. This video, though a little dry, discusses why organizational change is needed and how the Lean principles of Leader Standard Work offers the best alternative to achieve this.
For more information on this subject, I recommend Robert Fritz’s book The Path of Least Resistance for Managers and David Mann’s book Creating a Lean Culture: Tools to Sustain Lean Conversions, Second Edition.
Looking for a starting point for iterative service design, consider purchasing the Marketing with Lean Book Series and receiving access to the online Lean Service Design Training at no additional charge.