Creating the Lean Enterprise in Services and Manufacturing: Nine Principles for World-Class Operations | Weatherhead School at Case Western Reserve University

Creating the Lean Enterprise in Services and Manufacturing: Nine Principles for World-Class Operations

Calibrate quality to your customers' precise needs while dramatically cutting delays, cost and waste

The success of world-class firms today isn’t just the result of cheap capital, innovative products and services, or state-of-the-art equipment. The secret is “Lean Operations” - a set of principles and techniques that improve quality, eliminate waste, and reduce delays and total costs. While the overwhelming majority of cost lies in the operations function, this course shows precisely what, why, where, when and how managers can adjust their activities for dramatic, bottom-line results.

Drawing on decades of direct industry experience, the course instructors will introduce tools for managing customer expectations, product/service quality, eliminating waste, reducing lead time, and measuring performance.

Through simulations, class discussion and examples drawn from services and manufacturing, participants will be trained in tools for reducing lead times in areas such as system design, order entry, purchasing, order fulfillment, receiving, production, packaging, shipping, invoicing and collection.


Mapping the Value stream/Service Blueprint: Create a current and future state map to manage the transformation of customers, materials and associated information flows into goods/services from customer arrival (or order receipt) to departure (or delivery).

Workplace Organization and 5S: Organizing the workplace (or factory floor) using the 5S method (sort, shine, set in order, standardize, sustain) and ensuring that all necessary work standards and related information are clearly displayed where needed.

Defect Reduction, Error Proofing and Service Productivity Analysis: A structured approach to build quality into processes that deliver reliable and responsive services and defect-free products.

Quick Changeover: Methods to analyze the production/service process so as to reduce the materials, skilled resources and time required to perform the next operation or deal with the next customer.

Standard Operations: Methods to identify the most efficient combination of people, materials, technology, and resources that enable the successful completion of work, service delivery.

Total Productive Maintenance: A set of techniques to ensure that every piece of equipment (or every service process) is always able to perform the required task so that operations are not interrupted.

Visual management: Methods for triggering or controlling the flow of customers and orders by synchronizing the processes inside your organization and with outside vendors.

One-piece flow: The movement of products or customers one unit at a time so as to eliminate waiting or the buildup of inventories or customer queues.

Lean Metrics: Financial, behavioral and core-process measurements that help monitor the organization’s progress of the lean initiative.

Learning Outcomes

As a result of attending this program, participants will:

Who Should Attend

Technical professional (i.e., engineers), general managers, entrepreneurs, and consultants. This program addresses challenges in for-profit and non-profit organizations across the manufacturing and service sectors, including healthcare, banking and insurance.


Individual Participants: $645
Package Pricing: 1 class day per participant

Available Discounts