Lean for Service and Office Operations

Today, enormous amounts of waste exist in office and service operations. Delays, bottlenecks, errors, redundancy, work arounds, and ambiguity abound. Activities that deliver virtually no value can account for as much as 95 percent of the workday. A methodology that can eliminate waste and increase speed has been used by Toyota for years. James Womack and Daniel Jones studied the Toyota Production System (TPS) and coined the term “lean” for this method in their book The Machine That Changed the World. Now organizations are applying these lean tools to service and office settings with great success. Typical results show dramatic reductions in time while significantly boosting quality. This course explains the use of the TPS principles, concepts, and tools in the service and office environment. Managers will explore a variety of improvement methods, including 5 S, batch reduction, job redesign and quality at the source, to determine the best solution for each situation. Through cases, and by working on your own processes, you will practice the ‘lean’ tools to dramatically improve quality and service, while shrinking time and cost.

Fee: Yes

Contact Information:
James Van Doren
Weatherhead Executive Education
james.vandoren@case.edu
Phone: 216-368-6413
Fax: 216-368-0200

Website Resources:
Weatherhead Executive Education Programs

Tuesday, April 22, 2008 from 9 a.m. to 4:30 p.m.
Sponsored by: Weatherhead Executive Education

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