Lean Basics for Office/Service

Lean as a business strategy for organizing and improving operational activities originates from manufacturing environments, but the last decades it has become clear that the underlying principles are universal and can also be successfully applied to non-manufacturing environments. Many administrative/service organisations have started implementing Lean and already achieved performance breakthroughs.

This three day class will cover the basics of Lean principles and how to implement these in an office/service environments. We will also cover Business Process Value Stream Mapping as one of the key tools for redesigning office/service value stream, not based on brainstorming but on a pragmatic 8 step approach based on Lean Design Guidelines for Flow.  We will share many practical examples of these Lean Design Guidelines in different office/service/healthcare environments, based on our extensive experience in coaching Lean implementations in these contexts.

After an initial Value Stream Mapping case study exercise, the third day will be completely spent on a transactional simulation game (based on several intermingled value streams, showing all typical challenges for implementing Lean in this type of processes). Participants will in groups apply the presented Business Process Value Stream Mapping approach  in order to analyze the current situation and design a more Lean breakthrough future state, with improved flow. This very practical learning experience will help participants to  better and deeper understand how Lean principles can be implemented. 

What can I do with this training?

You will have a deep understanding about Lean, its principles and the typical challenges for implementing Lean in an office/service/healthcare environment. You will be able to start implementing Lean in your own work organisation, and more specifically Business Process Value Stream Mapping as a tool for realizing breakthrough improvements.

Target Audience

Lean managers, office managers, industrial engineers, department heads, anyone interested in process improvement in an office/service/healthcare environment

Prerequisites

-

Certification

Participants will receive a certificate of attendance.

Why follow a training with us?

** All prices are in  € and exclusive VAT (21%).

For our open training schedule in Belgium see www.lean-academy.be

Day 1 - Introduction to Lean in Office/Service/Healthcare environments

Starting from the origin of Lean, we will teach what Lean is, and what it is not. The basic Lean principles will be covered, as well as a comprehensive overview of Lean tools/techniques. We will discuss the typical challenges of implementing Lean in a non-manufacturing environment. 

Topics covered are among others: value vs. waste in office/service, flow, value stream thinking, the pillars of the Toyota Production System (Just-in-Time, People and the Continuous Improvement Culture, Jidoka, Operational Stability), the importance of standard work and visual management in office/service.

Day 2 & Day 3 - Business Process Value Stream Mapping for Office/Service/Healthcare

Creating Flow in Value Streams is a key principle in Lean, also in office/service environments. Hence, Business Process Value Stream Mapping (BPVSM) is a must-use tool in a Lean implementation. The goal of BPVSM is to come up with the right action/implementation plan with relevant Kaizens/improvement initiatives identified to implement a Future State with improved flow (and thus reduced lead times, less waste/inventory and lower costs). Many people typically struggle to come up with sound Future State designs, as they use a brainstorming approach to identify waste reduction opportunities. Therefore BPVSM is a challenging and also the most undervalued tool in many Lean implementations.

We will teach a different approach: Based on 8 lean design guidelines for flow in office/service, we will teach a thought process for developing a Future State, which will determine the right and relevant improvement Kaizens and objectives.

The last day will be used for a transactional simulation game, so participants can experience the implementation of Lean principles in an office environment. As most Lean office simulation games are typically oversimplified and unrealistic (e.g., people are doing repetitive office tasks), we developed our own simulation that does take into account the typical challenges and disturbances in office/service/transactional environments. 

For an on-site training we suggest to add a real application of Business Value Stream Mapping on one or more value streams of your choice at the plant (depending on the group size). This way participants learn immediately how to apply this in their environment and the first next steps are already defined.

It is possible to register only for the first day in case you only want an introduction or awareness training on Lean in Office/Service/Healthcare.