Lean Operational Excellence for Service Organizations
DAY 1: GETTNG STARTED ON LEAN
Map the Current Situation & Lean Service Opportunities
Introduction to Lean Operational Excellence for Service
- Introduction to Lean principles, tools and techniques
- What is Lean Six Sigma? How does it fit into a Six Sigma strategy?
- How service organizations are using Lean to improve their bottom line for successful growth
Hands-on Case Exercises
- Value stream mapping of current state of process
- Diagramming your operations and ideal operations
Mapping Your Current State Processes to Identify Lean Opportunities
- Building your Lean project team
- Value Stream Mapping of currentstate process
- Building spaghetti diagrams
- Reviewing baseline process metrics
- Validating the current state process
DAY 2: HOW TO DRIVE A LEAN ORGANIZATION
Methods and Tools to Achieve Lean Service Excellence
Improving Service Quality & Performance Results
- Establishing metrics for Lean Services
- Identifying "eight" sources of waste
- Implementing 5S for Service operations
- Visual controls that work in a Service environment
Key Principles for Lean Success
- Error-proofing your key operations and activities
- Applying one-touch principles that reduce cost
- Quick set-up principles for Service processes
DAY 3: LEAN ORGANIZATION DESIGN AND IMPLEMENTATION
Building and Sustaining a Lean Service Strategy
Designing Lean Into Your Processes
- Establishing and maintaining standard work practices
- Designing work cells for Lean Service operations
- Balancing workflow to reduce cost and improve service
Building & Sustaining Your Lean Organization
- Value stream mapping your future process state
- Actions plans to achieve and sustain the Lean improvements
- Conducting Kaizen improvements events & building a Lean culture
- Typical Lean implementation structure, roles and activities
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