Lean Office & Service

To sustain business and increase customer satisfaction, a company needs effective and efficient processes not only in production. Digitization alone is not enough. Through the application of Lean Thinking in offices and more generally in internal and external Customer Service activities, lead times can be dramatically reduced, achieving a continuous and effective flow.

OBJECTIVES

With this course, participants will acquire the skills to:

• Apply the tools of Lean World Class® in the area of "intangible" assets;
• measuring, mapping and reviewing processes to recognize and eliminate waste, developing customer-oriented, streamlined, effective and efficient processes;
• Plan and conduct improvement activities;
• Involve employees in the change journey.

PROGRAM

Lean Thinking in offices and services

• The principles of Lean Thinking and their application in transactional processes
• "learning to see" the Value Chain and waste in intangible domains
• Mapping "intangible" processes and activities: SIPOC, Value Stream Mapping, Makigami, RACI
• Setting standards and baselines
• Measure performance (KPIs and KAIs) and define dashboards

Design and implement excellent processes

• Eliminate or reduce non-value assets
• Apply value streams to office and service processes, develop polyvalence
• Stabilize processes and plan resources effectively
• Standardize activities: Standard Work, SOP, OPL, and Checklist
• Visual Management in the Digital Age: Methods and Tools for Managing Information and Workstations in Offices (5S)
• Set up and govern Knowledge Management
• Digitization for the Level Up of Processes

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