Course Outline


  • 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


  • A desire to develop people, improve efficiency, and eliminate waste within the organization.


  • Business managers
 14 Hours

Number of participants

Price per participant

Testimonials (5)

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