LEAN Services (LEAN Office)
LEAN Services (LEAN Office)
Administrative functions can account for up to 80 per cent of the cost of doing business. The idea of an optimised office is relatively new, but implementing lean methodology in services and the office can make it more efficient and productive. Being lean implies having a strategic vision and continuous effort in order to achieve a new state, characterised by minimum waste and maximum value for the client and the organisation’s stakeholders. The potential in a service and/or office is much greater in percentage than that achievable in an industrial production environment. Lean Office is the application of Lean principles to business management. Many companies fail in their projects because they only focus on production. It’s crucial to extend continuous improvement to the office. After all, this is the command post for the entire operation!
- Provide participants with the fundamental knowledge of lean (namely understanding the advantages, main tools, practices and methods of its implementation) and its application to services.
- Learn the concepts of minimising customer waiting time and effort and providing them with exactly what they want and when they want it.
Methodology
Expository method, interrogative method, active method (online dynamics, group games in an online environment)
- At the end, participants should be able to:
- Identify the principles of Lean;
- Identify activities that generate value and/or waste in services;
- Know and know when to apply Lean tools in services;
- Know Lean techniques for reducing costs, improving quality and service, and increasing productivity in services.
- Certificate of attendance
- Europass Mobility Document (if requested)
Duration: 12h in person = 4h+4h+4h
Programme:
- 4h
- 1. Historical background – What is lean?
- Principles and method
- Tools and paths
- Dynamics
- 2. What is Lean Office?
- Relevance of Lean in services
- Productive versus administrative processes: what are the differences?
- 3. Specifying value in services
- Identifying waste in services and the office
- Eliminating waste in services and the office
- 4. Benefits of Lean Office
- 1. Historical background – What is lean?
- 4h
- 5. Analysing the service value stream
- How to make services flow – eliminate counter-flows
- Providing services with added value in JIT – “just in time”
- 5. Analysing the service value stream
-
- 6. Implementing Lean Office in 4 steps (a proposal)
- Identify value in the process and in the office
- Increase added value in processes
- Standardise the new value flow achieved
- Stimulate the cycle of continuous improvement
- 6. Implementing Lean Office in 4 steps (a proposal)
-
- 7. Perfection in services and the importance of KPIs – how to measure performance in services
- 4h
- 8. The challenges of lean in services and in the office – exercise
- 9. Example of applying lean in services and the office
- 3h
- 1. Historical background – What is lean?
- Principles and method
- Tools and paths
- Dynamics
- 2. What is Lean Office?
- Relevance of Lean in services
- Productive versus administrative processes: what are the differences?
- 3. Specifying value in services
- Identifying waste in services and the office
- Eliminating waste in services and the office
- 1. Historical background – What is lean?
- 3h
- 4. Benefits of Lean Office
- 5. Analysing the service value stream
- How to make services flow – eliminate counter-flows
- Providing services with added value in JIT – “just in time”
- 6. Implementing Lean Office in 4 steps (a proposal)
- Identify value in the process and in the office
- Increase added value in processes
- Standardise the new value flow achieved
- Stimulate the cycle of continuous improvement
- 3h
- 7. Perfection in services and the importance of KPIs – how to measure performance in services
- 8. The challenges of lean in services and in the office – exercise
- 9. Example of applying lean in services and the office
Standard course fee
450 EUR
Includes class materials & coffee-breaks
Optional pack
+75 EUR
Includes 3 visits to companies/business related to the topic of the training course + 1 cultural visit (e.g. local beaches and/or Underground Museum or similar)
Instructor
Ricardo Mascarenhas
Coordinator
Ana Ribeiro (ana.ribeiro@aeva.eu)
Target audience
All professionals who want to increase the efficiency of a service or administrative process (accountants, lawyers, marketers, managers, doctors, lawyers, …) and the general public.
Language(s)
English (Level B2 Required)
Duration
5 Days
“LEAN Services (LEAN Office)” availability
February 19 to 23, 2024
Registrations closed