introduction to lean principles in the service industry · · 2016-01-122015 – introduction to...

INTRODUCTION TO LEAN PRINCIPLES IN THE SERVICE INDUSTRY In this 5-day workshop learn how to apply the fundamentals of operational excellence in service industries or to administrative and service functions of any organization.

April 11-15, 2016 June 13-17, 2016 Boston, MA

–Discover how Lean can help you:

– Define and analyze organizational and divisional information flows with an eye to optimizing operational processes and reducing processing time.

– Understand the impact of non-value added tasks in administrative activities and how to identify and eliminate this “waste”.

– Continuously improve customer service.

– Reengineer key operational processes in back and front office activities and support services.

– Facilitate hands-on improvement activities throughout the organization.

– Convey the value of continuous improvement and excellence to everyone in the organization.

www.productivityleanservices.com

Leading Excellence in Service Industries To learn more and register visit us at: www.productivityleanservices.com

Program audience & industry sectors

– Insurance – Banking – Manufacturing support services – Call centers – Retail – Healthcare Administration – Laboratories – Government/Non-profit – Internal corporate service functions/departments – Information Technology/R&D Centers – Transportation – Utilities

2015 - INTRODUCTION TO LEAN PRINCIPLES IN THE SERVICE INDUSTRY - PRODUCTIVITY LEAN SERVICES ©

Learn the fundamentals of Lean Management by attending this unique program specifically designed for key managers in the Service Industry or within the service functions of any organization.

Registration Fee: $2,975.00

Program audience & industry sectors

– Insurance – Banking – Manufacturing support services – Call centers – Retail – Healthcare Administration – Laboratories – Government/Non-profit – Internal corporate service functions/departments – Information Technology/R&D Centers – Transportation – Utilities

Who should attend

Vice Presidents, Directors, Managers, Change Agents, and Department Heads in service functions such as: – Sales & Marketing – Customer service, logistics and distribution – Operations – R&D – Human resources – Finance, MIS/IT And anyone charged with improving departmental or organizational effectiveness in a Service Industry organization or the support service functions inside any organization.

Program Overview

Today, service organizations face the continuous challenge of having to provide the highest level of customer service while remaining competitive and improving profitability: reduce time to market, improve response quality and reduce costs. Successfully meeting these challenges requires an organizational focus and drive to constantly design new and improve existing operational processes that more effectively respond to increasingly higher customer expectations. Additionally, organizations need new ways of managing resources to cope with demand variability and to engage employees in a shared vision of the organization’s mission and goals.

Implementation of Lean techniques will address these challenges by: focusing the entire organization on customers’ needs, eliminating waste in key internal processes, and reducing complexity. How? By involving everyone in team activities and ensuring teams are educated and empowered to identify and solve problems by challenging, simplifying, and improving current practices, eliminating silos and working together. And, by learning new ways to manage and support the effort. Here, leadership and management play a key role as continuous improvement becomes ‘the way we work every day’ and a new culture, a culture of Enterprise Excellence, is developed.

Where? Lean principles can be applied to all back office and front office activities in service organizations as well as in support services of any organization, from customer service to finance, IT to HR. Wherever people and processes interact, Lean principles can be applied.

On the basis of our experience implementing Operational Excellence in service flows, we have created the Introduction to Lean Principles in the Service Industry, utilizing approaches that are proven effective in service industry environments.

Program leader and Lean consultant: Catherine Converset

PRESIDENT, PRODUCTIVITY LEAN SERVICES, INC. PARTNER, PRODUCTIVITY, INC. / PRESIDENT, PRODUCTIVITY EUROPE

Lean expert for over 20 years, Catherine Converset introduced Lean principles to the service industry and corporate service functions in Europe. She has completed Lean transformation assignments for global corporate clients in a wide range of service industries, including the insurance, financial services and banking industry, healthcare and R&D providers. Catherine teaches in Europe and in the US for the Lean Manager Certification Program in partnership with The Ohio State University.

Transform your organization using Lean principles

Create great experience with your associates


INTRODUCTION TO LEAN PRINCIPLES IN THE SERVICE INDUSTRY April 11-15, 2016 or June 13-17, 2016 – Boston, MA

AgendaFor full agenda for both workshops, download the complete brochures on the event page at: www.productivityleanservices.com

PRODUCTIVITY LEAN SERVICES INC. 375 Bridgeport Avenue, 3rd Floor Shelton, CT 06484 PHONE: (203) 225-0451 / (800) 966-5423 www.productivityleanservices.com


OBJECTIVES This one-week event, will teach you how and where to start your Lean journey. Discover how lean principles allow your company to:– Respond better and faster to customers’ demands

and expectations.– Optimize key operational processes.– Improve internal communication.– Reenergize, empower and motivate the organization.– Reach its strategic objectives.

Taught using classroom presentation, group discussion, case studies and simulation, you will become familiar with the key elements of transformation:– Learn to recognize waste in service processes.– Improve the key production processes and create

sustainability.– Create a performance culture in every department.– Build the foundations of a solid continuous improvement

management system.

As a manager you will understand how these principles apply to your own department, and how to build a leadership legacy as a result of these approaches.

MONDAY– The key Lean principles applied to service environments. – Customer focus: understand Voice of Customer in each step

of the Customer’s Journey .– Waste vs. value adding activities: how to recognize the value

added activities among all process activities. Understanding the concept of Value Demand vs. Failure Demand.

– Reduce complexity by understanding causes interaction.

TUESDAY– Understand end-to-end processes (product development,

order entry, invoicing and credit collection, recruitment, etc.).– Value stream mapping: how to map processes, measure value

stream performance and identify improvement opportunities.– Transform and manage value streams: the logical steps to transform

current state into future state, from customer demand to global value stream measurement.

WEDNESDAY– Improve departmental effectiveness in relation to end-to-end

processes.– Build the relevant key performance indicators (KPI): define and

understand leading and lagging indicators.– Manage and optimize flows and activities: create an effective flow

management system to reduce lead-time.– Team performance management: engage teams in the measurement

of key metrics to ensure sustainability of process performance.

THURSDAY– 5S and visual standards: build a visual workplace environment.– Problem solving and root cause analysis: the different steps

of problem solving and how to embed problem solving in team activities (A3).

– Engage and commit the organization in the continuous improvement process by creating an easy and shared policy deployment system.

FRIDAY– The Lean Management System: a robust management system

that drives the company to achieve its key business objectives.– Changes in leadership and management behaviors required

to sustain the transformation.– Build an operational excellence roadmap: conclusions and

next steps.



Who we are…

PRODUCTIVITY LEAN SERVICES We brought the Toyota Production System in the West! We were the first. Productivity Lean Services Inc. - A Division of Productivity Group 35 years of experience in Operational Excellence – Certifying Lean Managers since 2001

PRODUCTIVITY LEAN SERVICES INC. 375 Bridgeport Avenue, 3rd Floor - Shelton, CT 06484 / (203) 225-0451 – (800) 966-5423 / www.productivityleanservices.com

Leading Excellence in Service Industries


Please print. Copy this form for additional registrations.

NAME TITLE COMPANY

ADDRESS

CITY STATE ZIP

( ) ( )

PHONE FAX EMAIL

Payment Options: Payment must be received BEFORE the event. This event fills up quickly therefore we cannot confirm reservations until payment is received. Payment installments available. (This option includes a $150 processing fee.)

Registration Fee: $2,975.00 April 11-15, 2016 June 13-17, 2016 ENCLOSED IS MY CHECK FOR $ PAYABLE TO: PRODUCTIVITY INC., DRAWN ON A U.S. BANK.

CHARGE MY VISA MASTERCARD AMERICAN EXPRESS

CARD # (INCLUDE 3 OR 4 DIGIT SECURITY CODE) ( / / / ) EXP. DATE / /

NAME ON CARD BILLING ADDRESS FOR CARD CARD HOLDER SIGNATURE

Cancellation Policy: Registrations may be transferred to another colleague without charge. To be considered for a refund, we must receive notice of cancellation in writing no later than 21 business days prior to the event. Cancellations received within 21 business days are subject to the full registration fee and money will be held on account for up to one year for use at a future workshop or conference. If no notification of cancellation is provided, registration fees will be forfeited. There is a $200 processing fee for all cancellations. On rare occasions, circumstances may make it necessary to cancel or postpone an event. As such, we encourage attendees to book refundable/reusable airline tickets. We will not be responsible for incidental costs incurred by registrants.

By registering for this event, the registrant hereby acknowledges and agrees that any photographs or videos taken during the event may be used in marketing efforts, including but not limited to news and promotions (web/print) without compensation to the registrant. Note: Consultants and University Faculty are not permitted to attend.

PRODUCTIVITY LEAN SERVICES INC. 375 Bridgeport Avenue, 3rd Floor - Shelton, CT 06484 PHONE: (203) 225-0451 / (800) 966-5423 /

REGISTER ONLINE: www.productivityleanservices.com EMAIL: [email protected]

Leading Excellence in Service Industries



Other training available by Productivity Lean Services: Public events, in-house training and consulting.

ADVANCING LEAN PRINCIPLES IN THE SERVICE INDUSTRY May 16-19, 2016 June 20-23, 2016 Boston, MA

In this 4-day workshop, take your learning to the next level. Drive business improvement through the deployment of operational excellence principles in all corporate functions.

LEAN MANAGER CERTIFICATION FOR SERVICES

Designed to develop critical thinkers with lean skills, this 3-week (non-consecutive) fully-accredited program teaches service industry professionals how to achieve sustainable improvement in organizational performance and capability.

Co-developed and held on the campus of The Ohio State University, this program begins February 8, 2016.


AERONAUTICS AND ELECTRONICS / AT&T INC. / ATI / THE BOEING CO. / HONEYWELL/ALLIEDSIGNAL / JEPPESON / INTEL CORP. /

PRATT WHITNEY/UTC / WEIR / AUTOMOTIVE / AMERICAN HONDA MOTOR INC. / AUTOLIV INC. / FORD MOTOR CO. / MIBA BEARINGS

US LLC / TENNECO, INC. / CHEMICALS / AIR PRODUCTS AND CHEMICALS, INC. / ARKEMA / CECA / JOHNSON MATTHEY PLC /

KMG CHEMICALS, INC. / RHODIA / HOECHST CELEANESE / SERVICES / BNP PARIBAS / ARVAL / GROUPAMA / CAISSE D’EPARGNE

/ SPB / GOODYEAR DUNLOP SERVICES / ENGINEERING AND CONSTRUCTION / AMERICAN WOODMARK CORP. / CERTAINTEED

CORP. / JACOBS ENGINEERING GROUP INC. / JELD-WEN, INC. / OLDCASTLE BUILDING ENVELOPE / CONSUMER PRODUCTS /

ACCESS BUSINESS GROUP LLC / ACUSHNET COMPANY / ADIDAS GROUP / AVERY DENNISON CORP. / GANNETT NJ MEDIA GROUP

/ H&H COLOR LAB / KIMBERLY-CLARK CORP. / LEK INC. / PROCTER & GAMBLE/DURACELL / QUAD/GRAPHICS, INC. / RECKITT

BENCKISKER PLC / FOOD AND BEVERAGES / ANHEUSER-BUSCH COMPANIES, INC. / BARBER FOODS / CALIFORNIA NATURAL

PRODUCTS / DEL MONTE FOODS INC. / E&J GALLO WINERY / GENERAL MILLS, INC. / GROUPE AOSTE / HERSHEY FOODS CORP.

/ MILLERCOORS LLC / PARAMOUNT CITRUS / QUANTUM FOODS LLC / T. MARZETTI COMPANY / THE COCA COLA COMPANY / THE

SCHWAN FOOD COMPANY / PRODUCTION OF CAPITAL GOODS / AEROQUIP CORP. / A.O. SMITH CORP. / BERRY PLASTICS CORP. /

DEERE & COMPANY / EMERSON ELECTRIC CO. / HIGH INDUSTRIES INC. / JOHNSON CONTROLS INC. / LANCASTER CONSORTIUM /

PIRELLI CABLES AND SYSTEMS / SNAP-ON INC. / STANLEY BLACK & DECKER / THE UNITED STATES MINT / POCLAIN HYDRAULICS /

METALS AND ORES / ALCOA INC. / BARRICK GOLD / IMERYS / IMC GLOBAL/SEARLES / KAISER ALUMINUM CORP. / RISDON

INTERNATIONAL CORP. / CORUS / OIL AND GAS INDUSTRY / BP AMOCO / EXXON MOBIL CORP. / MARATHON OIL CORP. / SUNCOR

ENERGY, INC. / SUNOCO, INC. / PHARMACEUTICALS AND HEALTHCARE / BOSTON SCIENTIFIC CORP. / GENENTECH, INC. / H.U.G.

GENÈVE / IPSEN PHARMA / PFIZER - FAREVA / ETHYPHARM / MERIAL …

PRODUCTIVITY LEAN SERVICES INC. 375 Bridgeport Avenue, 3rd Floor - Shelton, CT 06484 PHONE: (203) 225-0451 / (800) 966-5423 /

REGISTER ONLINE: www.productivityleanservices.com EMAIL: [email protected]

PRODUCTIVITY INC

SHELTON CT

PRODUCTIVITY LATIN AMERICA

MONTERREY

PRODUCTIVITY INNOVATION

LONDON - GENEVA

PRODUCTIVITY EUROPE

PARIS – LYON


Leading Excellence in Service Industries D

ES

IGN

: WW

W.S

UR

LAU

TRE

VER

SA

NT.

CO

M

introduction to lean principles in the service industry · · 2016-01-122015 – introduction to...

Documents