Tel: +44(0) 330 123 9799

Lean for Service Industries: 2 Days

Lean has the ability to address a wide range of problems faced by service organisations, such as complexity reduction, sales force productivity enhancement, operations risk control, cost leadership, combining scale with flexibility, service excellence and improving employee morale and involvement. Service organisations worldwide are beginning to realise that only those organisations that are efficient and able to meet the changing needs of customers will survive the fierce competition of the marketplace.  Adopting Lean puts anyone in a position more likely to build an intimate relationship with customers and build a foundation of operational excellence.
This 2-day training will provide participants with a clear understanding of the fundamental principles behind Lean in a service or transactional environment.  Common Lean improvement tools and techniques will be identified and the participants will discuss how best to apply these techniques from a Lean system perspective.  Different types of waste will be defined from a Lean point of view and successful methods used to eliminate waste will be discussed.  The course will also discuss other key factors within a service organisation necessary to sustain Lean. 
Who Takes This Course
All personnel in service or transactional processes who are directly involved with any Lean initiative.
Learning Objectives
The Lean for Service programme will:
  • Introduce the concept of Lean for Service
  • Enable participants to learn how to identify waste and waste elimination opportunities in a service / transactional environment
  • Enable participants to plan a practical route for the implementation of Lean in a service / transactional environment
Course Topics
  • Lean Principles and how to deploy Lean Thinking in a service / transactional environment
  • Various forms of Waste employees should learn to ‘see’ in a service or transactional environment to eliminate the waste
  • Selection of Business Process families and Value Streams
  • Organising operations to meet customer demand
  • The relationship between quality and turnaround time, the Lean quality approach
  • Checking at Source, Immediate Feedback and Mistake Proofing to prevent errors
  • Making Business Processes flow
  • Business Process Connections
  • Batch and Queue versus Single-Piece Flow
  • Implementing Single-Piece flow
  • Workload balancing and Work Area Design
  • FIFO processing, how FIFO surfaces issues in a service / transactional process
  • Setup Times in relation to business processes and interruptions
  • The benefits of Pull versus Push system
  • Signalling systems
  • Example implementations of Pull
  • Planned Flexing and the use of Buffer and Safety Resources
  • Creating Virtual Cells and Work Flow Cycles in a service / transactional environment
  • Levelling demand and Levelling the Mix of ‘Services’ provided, establishing the Operations Cycle Interval
  • Organising the Workspace for better productivity (5S)
  • The use of Visual Management and why use Immediate Feedback
  • Implementing Lean and organising for the Rapid Projects
  • Introduction to Value Stream Mapping for a service / transactional environment
NoEE Training
We know that each and every business has their own training needs so we are more than happy to tailor our training to meet your own specific requirements.  Please contact us to discuss this option further. 
In addition, our training can be delivered on your site or as an open course*, please contact us for planned open course dates in 2016.
Contact us at or by telephone on +44(0) 330 123 9799 to book any of our training courses.
Linda Harrison
Director of Education and Training
North of England Excellence
Tel:        +44(0) 330 123 9799
Mob:    07500 887820
Fax:       01925 715244
* Open courses will only run when we have 6 delegates or more and each Member is restricted to one free place per course.