Course Outline
Introduction
- 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
Requirements
- A desire to develop people, improve efficiency, and eliminate waste within the organization.
 
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.