“Lean Office & Service” course to optimize office processes for maximum efficiency

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.

Goal: Measure, map, and eliminate waste in service processes

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: Value Stream Mapping, Makigami, KPIs and Standardization (5S)

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

Duration and Modality: 16-hour Lean Office course

The course is intended for Managers and functional managers; Middle managers and middle managers; Team Leaders (administration, finance, management control, sales, marketing, procurement, quality, customer service, after sales, HR); Continuous improvement managers.

16 hours in-person over two days , at the Lean Factory School®. It alternates between: presentations, case discussions, and group exercises. At the end of the course, Training Tasks are assigned for the transposition of what has been learned within one's own work context.

The lecturers are consultants with many years of experience in business improvement projects.

Register to download the Summary Course Sheet