Lean Office and Service

The College of Engineering: Integrative Systems + Design

What are the topics?

The College of Engineering: Integrative Systems + Design

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Who should attend

This course is intended to benefit professionals within a wide array of areas such as:

  • sales and marketing
  • purchasing
  • banking
  • finance
  • accounting
  • human resources
  • information technology and planning
  • hospital administration
  • insurance
  • school systems
  • office managers from any industry
  • engineering
  • quality assurance
  • anyone responsible for continuously improving the quality and performance of their operations

About the course

See Your Business Processes Through the Customer's Eyes

Service operations account for over sixty percent of the cost of meeting customer demand. Using Lean concepts, tools, and processes, this five-day certificate program presents a structured way to improve quality, reduce lead time, and serve more customers without adding resources.

Program Overview

Overview of Lean Office

  • History of lean
  • Linking lean efforts to strategy
  • Key firm performance indicators and their relationship to lean
  • Lean principles
  • Class exercise in lean
  • DMAIC (Define-Measure-Analyze-Improve-Control) and lean

Value Stream Mapping (VSM) in a Business Administrative Environment

  • Overview of mapping and hierarchy of process discovery
  • SIPOC (suppliers, inputs, process, outputs, customers), Swimlane, VSM and Process Maps
  • Establishing service families
  • Scoping the mapping effort
  • Components of a VSM
  • Developing the current state map
  • Waste exercises (system and process waste)
  • Value Stream Mapping in a Lean Office
    • Developing the future state
  • Implementation planning
  • Lean project scoping case study
  • Future state case study

Lean Office and Service Tools Workshop and Simulation

  • Lean tools for the office
    • Standardized work
    • Quality at the source
    • Workplace organization
    • People involvement
    • Visual controls and management
    • Batch reduction or elimination
    • Poka Yoke
    • Cellular teaming concepts
    • Pull systems
    • Equipment reliability
    • Levelling, management time frame, and takt image
  • Lean office simulation

Lean Six Sigma and Six Sigma DMAIC

  • Six Sigma overview
    • Six Sigma DMAIC methodology and tools
    • Lean Sigma bridge
    • Operationalizing Six Sigma

Operation Metrics: Aligning with Financial Reporting

  • Linking process metrics to financial metrics
  • How to utilize data
  • Aligning incentives for a lean office
  • Understanding and eliminating sources of variability and waste in an office environment

Learning Outcomes

  • Identify what you need to do better in your services to support your strategy
  • Understand how to improve the efficiency of your office/service processes
  • Create an action plan for your lean improvement initiative
  • Translate your lean efforts into financial terms
  • Learn easy hands-on tools that anyone can implement in an office/service setting

Experts

Izak Duenyas

Izak Duenyas is interested in supply chain management and coordination, revenue management in a variety of industries, evaluation of investment decisions in capacity, and in modeling and control of production systems. Duenyas has served as area editor in Manufacturing, Service and Supply Chain Op...

Don Lynch

Donald P. Lynch, Ph.D. received his B.S. in Mechanical Engineering from Michigan Technological University, MBA from Eastern Michigan University, Ph.D. in Mechanical (Industrial) Engineering from Colorado State University, and a post Graduate Certificate in Lean Six Sigma from the University of Mi...

Videos and materials

Lean Office and Service at The College of Engineering: Integrative Systems + Design

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.