EXECUTIVE SHORT COURSE - Lean Thinking in Services

Summary

A five day course that examines the application of lean thinking in service organisations, covering the lean principles, systems thinking, key techniques for lean practice and the framework required for effective strategic integration and sustainability.

Suitable for those in service organisations who are considering how they should implement lean related approaches or for those who want to understand the difference between lean manufacturing and lean service.

Dates

Weeks commencing: 9 July 2012, 22 October 2012

Location

Novotel, Cardiff

Current Availability

Yes - all courses

Fee

£1,700 [note - this does not include overnight accommodation costs]

Registration

To request an invoice or pay via the LERC online shop, click here>>>; alternatively, you can enrol via Registration Form.

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Timetable

Day 1

Introduction to Lean Principles in Services

The 5 lean principles & how they relate to service, Core lean concepts such as value & flow: Simulation exercise (housing repairs operation). The characteristics & nature of services; implication for lean implementation; the service value, cycle of service (inc exercise).

Day 2

Understanding & Improving the Service Value Stream

Mapping the service value stream (VSM, brown paper mapping, process activity mapping, service mapping techniques), improving service workflow (theory of constraints, moving from batch to one piece flow, runners-repeaters-strangers), Various exercises to illustrate techniques.

Day 3

Systems Thinking

Based on the Seddon approach to service system improvement.

Defining systems thinking; how service organisations differ from manufacturing organisations; understanding service organisations as systems; designing against demand; systems conditions as causes of waste; systems thinking & roles - workers & managers; intervention theory

Day 4

Service Quality, Demand & Capacity Management, Service Operations;

Service system analysis, KIngman's Equation, SERVQUAL, theory & practice of service quality management; demand & capacity management, process variation, Gaps model; Service mapping typology, service blueprinting,

Day 5

People & Leadership

Theories of change; leadership; facilitating change, overcoming resistance in a lean context, lean leadership, building a lean culture, lean behaviours.