Lean in Offices and Services
A practical introduction to Lean for office, administration, HR, finance, procurement and customer-service staff, and for managers of service teams. Learn to see the eight wastes and failure demand in transactional work, measure touch time against elapsed time, use Little’s law, cut queues, batches and handoffs, and make work visible, standard and right first time. It ends with daily huddles, levelling demand and capacity, improvement events and the rule never to automate a bad process.
- Módulos
- 6
- Máximo de participantes
- 20
- Idioma
- EN
Qué suele abarcar
- 1
Why Lean Fits Office and Service Work
- Lean Beyond the Factory Floor
- What Makes Service Work Different
- Value Through the Customer’s Eyes
- Lean Myths in the Office
- Choosing a First Process to Improve
- 2
Seeing Waste in Offices and Services
- The Eight Wastes in Office Work
- Waiting, Transport and Motion in Information Work
- Inventory, Overproduction and Overprocessing
- Defects, Rework and Unused Skills
- Failure Demand and Value Demand
- 3
Seeing the Flow: Time, Queues and Handoffs
- Mapping a Transactional Process
- Touch Time and Elapsed Time
- Queues and the Batching of Approvals
- Handoffs and the Cost of Passing Work On
- Little’s Law for Cases in Progress
- 4
Making Office Work Visible and Standard
- Visual Management for Office Teams
- Standard Work for Knowledge Work
- 5S for Shared Drives and Email
- First Time Right: Forms That Prevent Rework
- Counting Rework: First-Time-Right Rates
- 5
Managing Demand, Capacity and the Daily Rhythm
- Understanding Demand in a Service Team
- Matching Capacity to Demand
- Cross-Training and Flexible Capacity
- Daily Huddles
- Measures That Help a Service Team
- 6
Improving and Sustaining in the Office
- Running an Office Improvement Event
- Lean and Digital Tools: Do Not Automate a Bad Process
- Lean in IT Service Desks
- Case Study: Purchase Order to Payment
- Sustaining the Gains and Next Steps
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Lean in Offices and Services
4 h 20 min
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