LEAN Management Master Class
Duration:
1 week
Price:£1800
Course ref:
12LEAN1
Overview:
“Today our service organisations (and their customers) suffer high cost and poor quality service. Like manufacturers, they have the opportunity to increase capacity by ridding the system of waste (the natural consequence of command and control design) and deliver better service at lower cost. The opportunity will only be realised by changing the system.” John Seddon, Freedom from Command and Control, A better way to make work work.
Lean is most frequently linked back to the Toyota Production System and, consequently, manufacturing. In a service-oriented environment, including across multi-levels of government and for a wide variety of service-oriented organisations, the Toyota principles generalise largely, but the problems to be solved are different and so the way to apply Lean is also different.
RIPA International’s 3-day Master Class in lean management introduces the “three wins” of Lean specifically targeted for service environments:
- Improving customer experience
- Improving staff morale and capability
- Reducing costs and/or increasing revenues
We introduce participants to the core principles and initial tools of Lean Service management. Our Master class includes a blend of information, applied examples, exercises and a practical simulation in order to equip participants to identify opportunities in their own organisations, make immediate improvements and to offer opportunities
Learning objective
You will be able to:
- Practical ideas and tools that can be used immediately
- Practice in applying the ideas to build confidence in a safe environment
- Exposure to a development pathway that is hugely motivating and fulfilling
Course content
What are Lean and Lean Service and how does Lean differ from traditional management principles?
- Context: A quick history of Lean
- Lean vs. traditional management culture and tools
- The core Lean Service improvement process
Identifying Lean improvement opportunities
- The concept of value demand and failure driven demand, and how it exposes where capacity is lost
- The concept of value adding and non-value adding activity, and how to reconnect work to the customer
Stopping and fixing
- An introduction to the tools used to identify root causes of problems
- Engaging staff from the end-to-end in understanding and solving problems
Introduction to visual and scientific management
- An introduction to the power and simplicity of managing work visually
- An introduction to the tools to manage operational performance scientifically for effective forecasting, planning, control and performance management
Lean service simulation
- A practical exercise to run and improve a service process using the principles covered during days 1 and 2 of the Master Class