Lean in Service: A simulation-based workshop (1 Day Class)
In the U.S. private sector, the service industry accounts for about 80% of GPD and employment. Lean and the Toyota Production System (TPS) began in manufacturing. But do they apply to services? The simple answer is yes. But how? Come join us for a one-day simulation-based learning experience that explores lean thinking and practice in the service industry.
Using a retail scenario, we’ll “learn to see” three intersecting flows—customer, product, and various types of information—and common problems that directly impact sales and costs. After all, interacting directly with customers for the sake of creating and transmitting information is a major aspect of service work. Then, we’ll learn and practice several proven and practical improvement techniques that can boost performance in terms of quality (product and experience) and timeliness.
This workshop is designed for learning by doing with no up-front instruction. By discovering some key points through the simulation and receiving others “just-in-time” from the instructor, you will develop a deeper understanding of the why behind the techniques you experience. Engaging reflection sessions ensure that your learning objectives are met.
Develop a deeper understanding of how lean and TPS apply in the service industry:
- Identify the intersection of customer, product, and information flow in a service environment
- identify systemic problems
- address problems with an appropriate experiment based on proven improvement techniques
- measure impact of experiments in terms of quality & timeliness
This workshop expects that you already have an introductory understanding of lean principles and terminology. If you need a primer, we recommend The Lean Bakery, Learning to See , Lean Thinking, Lean Solutions, Kaizen Express, or the Lean Lexicon.
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