Course Code
leanservices
Duration
14 hours (usually 2 days including breaks)
Requirements
- A desire to develop people, improve efficiency, and eliminate waste within the organization.
Audience
- Business managers
Overview
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
Course Outline
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
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