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Lean in Service: A simulation-based workshop (1 Day Class)

ILean in Servicen 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.

Lean in ServiceLearning Objectives:

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 BakeryLearning to See , Lean Thinking, Lean Solutions, Kaizen Express, or the Lean Lexicon.


Locations and Dates for Lean in Service: A simulation-based workshop

No offerings of this workshop are scheduled at this time. Please check back again soon.

Price: $800.00 ($700.00 if the participant is taking 2 or more workshops at one location)
Price includes all participant materials, breakfast, lunch and snacks each day

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Cancelation Policy
Our workshops are designed to cater to a limited number of participants.  If you must cancel a workshop registration, you will be given a full refund up to four weeks before the workshop.  A cancelation occuring within four weeks of the workshop will be subjected to a $350 cancelation fee.  If cancellation is required to comply with coronavirus guidelines from federal, state, or local authorities, no cancellation fee will apply.  LEI will not be held personally responsible for any incidental cost incurred (hotel, airfare, change fee, etc).  To cancel a workshop registration, please call LEI at (617) 871-2900.