Lean Philosophy for Services
Due to its roots in manufacturing many have overlooked the applicability to everyday services. But- those who truly understand lean and its principles will tell you how 'lean' is less about tools to evaluate manufacturing processes and more about philosophy and corporate culture!
In fact, many companies who have attempted to implement lean tools into their practises without first embracing lean culture- have failed miserably. Instead of blaming their failure on their short-sighted viewpoint (lean as a quick hit way of eliminating waste-thus improving profits) they give-up entirely and propagate the belief that lean was just another flavour of the month initiative by management.
Anyways, this post is not about 'lean failures' but about lean in services...
Well, if we can see 'lean' as a philosophy, we hold the key to why and how it can be applied to services.
Our Greenbelt Programs for Operations and Service
In both programs lean history and philosophy are explored and covered. We believe in practical learning and so both programs will incorporate hands-on-experience at our clients facilities.
Module III: Whereas Operations will go through a Lean Office Kaizen- this is similar to what our Service group performs as part of their Process Time Reduction Module- our Service group will study Value Innovation.
Value Innovation looks to all aspects of improving the customer experience. The focus in this module is to evaluate what customers truly value and appreciate and work on improving these touchpoints. Examples of touchpoints could be a customer opening up a new account, navigating the corporate website, making a payment etc... Taking the time to evaluate a customer's experience from start to end and determining how you can set yourself apart from the competition- the WOW factor- is all part of Value Innovation. This module cements the fact that lean can improve services just as clearly as it has in manufacturing!