Lean Services: Lean Management For The Service Industry ( leanservices | 14 hours )

• A desire to develop people, improve efficiency, and eliminate waste within the organization.

Audience

• Business managers

Lean Management is about customer focus, developing and maintaining systems and processes to provide value for customers. Lean Services is the application of lean concepts to service operations.

In this instructor-led, live training (onsite or remote), participants learn how apply Lean principles and practices within their own organization and establish a culture of continuous improvement.

This interactive training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. This training aims to instill a mindset of Lean thinking.

Format of the course

• Part lecture, part discussion, exercises and hands-on practice

Introduction

• History of Lean: The Toyota Production System
• Lean manufacturing vs lean service operations

Lean Thinking

• Organizing human activities

Five Principles of Lean

• Value
• The Value Stream
• Flow
• Pull
• Perfection

Types of Waste

• Tangible vs intangible waste
• Value-added versus non-value added activities in work
• Eight types of waste in service operations
• Using the wrong metrics to measure waste

Measuring Performance

• Observing processes
• Understanding the key aspects of a KPI
• Time as a critical factor

Systems Thinking

• Managing for the future
• Deming's systems thinking in service industries

Preparing the Enterprise for Lean

• Lean processes
• The continuous improvement cycle
• Realigning metrics
• Overcoming resistance
• Pilot projects

Implementing Lean in Your Organization

• Organizing the teams
• Applying technology and tools
• Developing people and partners
• Tracking work with Kanban
• Kaizen workshops

Process Mapping

• Using workflow diagrams
• Order-to-delivery cycle

Value Stream Mapping

• Lean measurements
• Creating current and future state maps

Value Stream Analysis

• The 5 S methodology
• Just-in-time
• Built-in-quality

Promoting Lean Thinking across the Enterprise

• Tools + culture change
• Coaching
• Developing communication and feedback channels
• Focus on long-term learning
• Being data-driven

Assessing the Results of Lean

• Lean maturity matrix
• Tracking performance
• Benchmarking against other companies

Developing Lean Leaders

• Setting up a Lean leadership team
• Creating a succession system

Complimentary Methodologies

• Agile and Scrum
• Six Sigma

Closing Remarks