ABSTRACT
The need to reduce expenses in touristic services and the lack of an explicit method in the consulted literature of the integration of lean thinking as a facilitating element in organizational change management is what gave origin to this investigation. It's goal is to develop a model of organizational change management with lean thinking in touristic services that will contribute to increase customer value. Starting from a revision of the literature on organizational change management and lean thinking, both philosophies' main components were analyzed;their similarities identified and mathematical methods were applied to relate them. The contributions of this article are centered on the assumed definition of organizational change management with lean thinking and the graphic representation of the model of organizational change management with lean thinking in touristic services. A model to be considered to manage the change COVID-19 will impose on tourism. © 2019 Universidad Nacional Autónoma de México.