Background: Due to the changes and developments in business fields and increased competition, the need of organizations to obtain customer satisfaction has increased. Businesses are constantly looking for strategies to handle customer complaints and reduce service complaint rates to attract customers. Lean manufacturing can maximize required value and customer satisfaction by eliminating or reducing waste. Digital transformation is a dramatic change in the performance of an organization or a country centered on transformative technologies. One of the effective factors in improving customer satisfaction and loyalty is service recovery. Recovery strategies allow organizations to correct mistakes and provide a customer experience that has positive consequences, such as satisfaction and long-term relationships with the organization.
Purpose: The purpose of this research is to investigate the impact of lean manufacturing and factory digitization on the performance of the service recovery system in small and medium industries in Bushehr province. In this study, indicators such as (stretch production, continuous flow, reduction of start-up time, statistical process control, maintenance of comprehensive productive repairs, digitalization of the production process, real-time capability, vertical and horizontal integration, employee participation, diagnosis Failure, failure analysis and failure response are reviewed.
Methodology: The current research is positivist in terms of paradigm, in terms of comparative strategy, in terms of purpose, applied, and in terms of data collection method, it is descriptive-survey. The statistical population of the research consists of experts from small and medium companies in Bushehr province. The required data were collected using the field method and with the help of a questionnaire among 289 small and medium personnel in Bushehr province (pharmaceutical, automotive, construction and mining industries, chemical, petrochemical and polymer in