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Introduction

History of Lean: The Toyota Production System
Lean manufacturing vs lean service operations
Lean Thinking

Organizing human activities
Five Principles of Lean

Value
The Value Stream
Flow
Pull
Perfection
Types of Waste

Tangible vs intangible waste
Value-added versus non-value added activities in work
Eight types of waste in service operations
Using the wrong metrics to measure waste
Measuring Performance

Observing processes
Understanding the key aspects of a KPI
Time as a critical factor
Systems Thinking

Managing for the future
Deming's systems thinking in service industries
Preparing the Enterprise for Lean

Lean processes
The continuous improvement cycle
Realigning metrics
Overcoming resistance
Pilot projects
Implementing Lean in Your Organization

Organizing the teams
Applying technology and tools
Developing people and partners
Tracking work with Kanban
Kaizen workshops
Process Mapping

Using workflow diagrams
Order-to-delivery cycle
Value Stream Mapping

Lean measurements
Creating current and future state maps
Value Stream Analysis

The 5 S methodology
Just-in-time
Built-in-quality
Promoting Lean Thinking across the Enterprise

Tools + culture change
Coaching
Developing communication and feedback channels
Focus on long-term learning
Being data-driven
Assessing the Results of Lean

Lean maturity matrix
Tracking performance
Benchmarking against other companies
Developing Lean Leaders

Setting up a Lean leadership team
Creating a succession system
Complimentary Methodologies

Agile and Scrum
Six Sigma
Closing Remarks