Lean for Service

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Instructor Steve Bell Steve is a veteran Lean coach and educator. He serves on the faculty of the Lean Enterprise Institute (www.lean.org) presenting Lean workshops around the world. He is a recipient of the Shingo Prize for Operational Excellence. He has authored two books on the principles and practice of Lean thinking… Learn More About Steve >>

Overview

In this fast paced, hands-on one day course, you will learn and experience the principles and practices of Lean Thinking applied to service industries (non-manufacturing). During this course you will “learn to see” waste in any process, enabling you to identify opportunities for improving speed, quality, cost, innovation, employee engagement, and customer satisfaction.

Lean operates across three levels of an organization.

• At the individual level, Lean enables people to do their daily work, while improving how they do this work, always with a keen focus on what their customers want.
• At the management systems level, Lean focuses on cross-functional activity, breaking down organizational silos, balancing demand and workload so processes flow smoothly.
• At the executive level, Lean connects organization strategy with management systems and daily improvement activities, ensuring that everyone in the organization is communicating clearly and focusing on process improvements that yield the greatest benefit to the organization.

Prerequisites

There are no prerequisites for this course.

Intended Audience

This course is appropriate for participants from all industries, including but not limited to financial services, healthcare, government, transportation, information technology, and non-profit organizations. Members of manufacturing organizations are also welcome, since Lean for service can apply to sales and marketing, finance and accounting, human resources, customer service, and other non-manufacturing activities.

Course Outline

You will come away from this course with an understanding of Lean principles and practices, and experience applying them through several hands-on exercises during the day:

• Principles of Lean – why it works
• Basic tools of Lean – how it works
  • Learning to See waste
  • 5S Workplace Organization
  • A3 problem solving
  • Rapid Improvement Event “Kaizen” process
  • Value Stream Mapping
  • Measurement
• How Lean thinking applies to all functions of the business
• The “Three Layer Cake” approach to leading a successful Lean transformation

Take Aways

You’ll return to your organization with:

• Hands-on experience with fundamental Lean tools and techniques that drive process improvement
• The understanding needed to begin investigating the flow of work and information within your organization, identifying opportunities to increase value and reduce waste
• A clear comprehension of the value Lean offers in terms of speed, quality, cost, innovation, employee engagement and customer satisfaction, and an ability to articulate that value within the context of your own organization.

More lean training and related courses:

• Lean IT Leadership: Problem Solving Workshop