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Fisher College of Business

Service Process Improvement

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About the course

The Service Process Improvement Program is a 5-day fully-accredited program where you will learn how to apply the lean techniques you are using in production to your administrative environment to eliminate backlogs, failure demand (rework) and other inefficiencies while improving customer service and employee satisfaction!

Imagine that you have spent the better part of the past several years implementing Lean in your production environment. You’ve reduced inventory, eliminated various forms of waste, set-up cells, established Kanban routines, improved changeover times, organized by value streams, and established workplace standards and leader standard work. Through all of your efforts, you’ve managed to significantly reduce your lead-times. Great job, right? Well, if you are like many organizations all of the effort you’ve put into streamlining your production processes is most likely being off-set by inefficiencies in your administrative functions.

The compelling business case for applying Lean in your administrative functions: it enables the gains in your production environment to flow through to your bottom line and for the benefits to positively impact your customers.

We developed the Service Process Improvement program to help you get started. This 5-day program teaches 9 foundational Lean techniques and how they fit together to create a systemic process for identifying and eliminating process inefficiencies in your administrative functions.

As a manager you will understand how these principles apply to your department and processes and how you can develop your “leadership legacy” through the implementation of these Lean techniques.

Upon completion of this 5-day program, you will be awarded the Lean Awareness Certificate and earn 4 Continuing Education Units from The Ohio State University.

Program participants will discover how Lean can help:

  • Continuously improve customer satisfaction by improving quality at the source and reducing lead-time for your customers.
  • Systemically and repeatedly identify process inefficiencies so they can be reviewed and eliminated.
  • Eliminate back-logs and failure demand – the work created when a task is not carried out correctly the first time.
  • Reduce absenteeism and turnover by creating more value-added work.
  • Make processes visible so everyone can monitor daily progress.
  • Increase process capacity so more work can be performed with existing resources.

Who should attend

Vice Presidents, Directors, Managers, Change Agents, and Department leads in service functions such as:

  • Sales & Marketing
  • Human Resources
  • Operations
  • MIS/IT
  • Customer Service
  • R&D
  • Logistics & Distribution
  • Finance

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