Understanding Lean for Service
Lean Service Basics is a practical 4-day learning event suitable for any individuals who work with service organisations and are interested in finding out how the Lean methodology can improve service both from the customer and business’ perspective.
The course introduces a different methodology to the traditional Lean manufacturing approach and provides delegates with some thought provoking insights.
Sample Agenda
Learning Objectives
Through this interactive, simulation-based training, participants will:
- understand the key differences between service and manufacturing sectors
- diagnose the current state of service performance
- apply various mapping techniques to illustrate both customer performance and business processes for improving the service operation
- understand the concept of customer value at each stage
- identify waste in order to design more quicker and responsive processes
- learn the concept of value and failure demand and how to approach each type
- use problem solving tools and techniques for tackling root causes and providing effective solutions
- understand where and when traditional Lean tools and techniques work in services, including when to avoid them
