Course Outline
Introduction
- The History of Lean: The Toyota Production System
- Lean Manufacturing versus Lean Service Operations
Lean Thinking
- Organizing Human Activities
The Five Principles of Lean
- Value
- The Value Stream
- Flow
- Pull
- Perfection
Types of Waste
- Tangible versus Intangible Waste
- Value-Added versus Non-Value-Added Activities in Work
- Eight Types of Waste in Service Operations
- The Pitfall of Using Incorrect Metrics to Measure Waste
Measuring Performance
- Observing Processes
- Key Aspects of KPIs
- 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 Teams
- Applying Technology and Tools
- Developing People and Partners
- Tracking Work with Kanban
- Kaizen Workshops
Process Mapping
- Using Workflow Diagrams
- The Order-to-Delivery Cycle
Value Stream Mapping
- Lean Measurements
- Creating Current and Future State Maps
Value Stream Analysis
- The 5S Methodology
- Just-in-Time
- Built-in-Quality
Promoting Lean Thinking Across the Enterprise
- Tools and Culture Change
- Coaching
- Developing Communication and Feedback Channels
- Focusing 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 commitment to developing personnel, enhancing efficiency, and eliminating waste within the organization.
Intended 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.
