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
Requirements
- A desire to develop people, improve efficiency, and eliminate waste within the organization.
Audience
- Business managers
Testimonials (6)
Simulation exercises.
- Embassy of Canada
Course - Lean Services: Lean Management For The Service Industry
Alvin's broad-based knowledge such as providing historical insights and juxtaposing it into real and current situations.
Connie Pascual - Embassy of Canada
Course - Lean Services: Lean Management For The Service Industry
Participating ion activities.
ARCHIE CANOZA - Embassy of Canada
Course - Lean Services: Lean Management For The Service Industry
Excellent Trainer - knowledgeable, interesting presentation and was able to connect with his audience.
Catherine Perez - Embassy of Canada
Course - Lean Services: Lean Management For The Service Industry
It was fast-paced. I did not get bored. Topics are interesting. Trainer was very knowledgeable.
- Embassy of Canada
Course - Lean Services: Lean Management For The Service Industry
The simulation exercises (workshop) gave me a real feel of how it is to experience "leaning" up the process. It provides a "sticking effect" to the theories that were discussed.