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Lean Service: The Key to Quality, Customer Satisfaction and New Growth & Profits

What You Can Expect From This Seminar

This seminar will provide a valuable educational experience for service management. The Lean process has been evolving over the last thirty years. The process was originally created as an improvement process for manufacturing. In 2007, it has a very important role in the service industry.
This LeanService Seminar will address the challenges facing Field Service Managers and HQ Support Managers. The seminar will provide the tools to overcome the major issues associated with eliminating waste in The Service Value Stream. The "Service Request for Service to Cash" value stream will be used to show the improvements that can be achieved using the LeanService method.

The LeanService methodology and lean tools will improve all Service Operations:
  • Field Service
  • Call Center
  • Technical Support
  • Service Parts and Logistics
  • Service Employee Development Programs
  • Service Sales
  • Repair Depot

The proper application of Lean Tools and Processes in the Service Industry will create a culture of continuous improvement along with sustainment that improves: Quality, Customer Satisfaction and New Growth & Profits.

Seminar Content

  • Explore the history of Lean and how it relates to Service Operations
  • Defining the Lean role of Senior Management and how this is the crucial first step to success
  • Defining and understanding the critical role of Lean Teams
  • How to define, create and develop the Lean Steering Team
  • How to define, create and develop the Lean Resource Team (RST)
  • How to define, create and develop the LeanService Process Improvement Team (PIT) in your company
  • Define the Service Value Stream
  • Determine and define what Service
  • Operations need Lean - how, when, where, and why
  • Define and demonstrate the LeanService process using "A" (Acceptance) Tools (Myers Brigg, Hoshin Kanri (Strategy Deployment), GE Change Acceleration Process, Jo-Hari Window, etc.
  • Define and demonstrate the LeanService process using "T" (Technical) Tools (BPI (Business Process Improvement), Kaizen Improvement Events, Value Stream Mapping, Six-Sigma, Standard Work, etc.)
  • "A" Tools Exercise - How do you know which tool is the correct one to use for Lean Service
  • "T" tools Exercise - How do you know which tool is the correct one to use for Lean Service
  • Define and demonstrate BPI (Business Process Improvement) Process used to ensure success and sustainment
  • Evaluate the Value Stream - "Customer Request for Service to Cash" Exercise
  • The role of Surveys, Metrics and Benchmarks
  • LeanService Metrics Exercise
  • Summarizing LeanService Principles and Processes that improve Field and Support Service Operations
  • Case examples of LeanService Improvement Projects

Who Should Attend?

Directors of Service Areas, District and Branch Service Managers, Service Support Supervisors (Help Desk, Technical Support, Logistics Support, Dispatch, Invoicing, and Service Agreement Administration) and all "Change Agents" within the organization that affect service operations.

How to Get the Most from this Seminar


Bring ideas from your company for evaluation and discussion. Come with an open mind and with a team that can make it happen.

Select Date & Location:
Price: $795.00


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