Executive Master Lean Service & Administration

Programma Dettagliato:
----------Day 1----------------------

What is service? (We are all in service)
Lean thinking, systems thinking, design thinking – overview of three interacting necessities for service and administration
An integrating case study: SouthWest
Understanding the Lean System

• Five revised Lean Principles
• Muda, Muri, Mura and their interactions
• Kingman’s Equation: The ‘equation of Lean’ (Game and discussion)
• Spear’s rules for service
• Deming’s insights
• Practical actions for better Lean service

Principles of Service Excellence
• Focus
• Managing Customers
• The Costs: Reducing costs or charging more for better service?
• Managing Employees

Case Studies
• Benihana
• Benefit services
• Car Repair

---------Day 2--------------------------------
Housing Repair Service Game
• Illustrating the basic concepts discussed on Day 1

The Service Junction
• System Boundary
• TRIZ Trends and Service
• Up The Junction
• Down the Junction
• TRIZ: ‘Self’ and Ideal Final Result
• Application of TRIZ Principles to Service Design

Discussion of learning points

--------Day 3 -------------------------------------
Systems Thinking and Service Mapping

• Basic system concepts for service
• CATWOE, Boundary, Requisite variety, Systems ‘laws’
• A short game: Squares
• Case Studies

Service Classifications
The Three Level Approach to Service Analysis and Improvement
• An overall framework, integrating the earlier concepts

Level 1: Seddon’s Check Methodology
• Description, explanation, case studies

Level 2: Process Level: Types of Service
• Classification and characteristics
• Characteristics of each of the four types and appropriate analysis tools for each type
• Mapping and analysis tools
• Cautions
• Case studies on each type

Level 3: Detailed service analysis
• Brief overview

----Day 4---------------------------
Gemba, Kaizen and Kata, The Brain, People
• Kata and Service
• Small step Kaizen
• Change: The fundamental trilogy – leading edge thinking about change and sustainability

Problem Solving
• A problem solving framework for service and administration
• A3 problem solving – and the wider concept
• A3 exercise

Leader Standard Work
TWI
• History and relevance
• Job Instruction
• Job Relations

Idea Management
• Best practices on idea management
• Case study examples

---------------- Day 5 ------------------------
General Tools for Service and Administration
In this section a selection of useful tools will be presented. There include

• Design Thinking
o The Double Diamond
o The Service Design Methodology
o Case Study: IDEO
• Visual management
• Service Standards
• 5S – the good and the bad
• A more detailed look at queuing – including leading and lagging indicators, economics, and psychology
• Load and capacity
• Service cells
• Bottlenecks, buffers, CONWIP for service
• Mistakes
• Observations on Kaizen events
• The RATER Dimensions and Service Gaps
• Loyalty and Retention
• Case Sudies:
o Zappos
o Tesco
• Policy (Strategy) Deployment
• IT in Service Operations
• Measures

Lean Implementation
• A case study discussion on a Lean Implementation Failure
Conclusions
• Overview and Linkages