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Lean in Service

This course guides the learner on how to develop Lean techniques, specifically for Service and Office staff and projects.

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Description

Learner Profile:

Staff working in the Service Industry or within a service role in the Manufacturing Industry.


What you will get:

At the end of the course the learners will be able to:


· Understand Change Management and Lean in the Service Industry.
· Understand the concepts, tools and principles of Lean that align with office, retail, professional services and other service sectors.
· Understand the Six Sigma philosophy, the DMAIC methodology and the tools and techniques used in Six Sigma.

    Course Content (Modules)

    Topic 1: Lean in Service


    • Understanding Lean in a Service Industry.
    • Process Improvement in admin, IT processes and SOPs.

    Topic 2: Define and Measure


    • Six Sigma, DMAIC methodology, Lean Systems, Cost of Poor Quality (COPQ).
    • Identify waste and understand the 8 Lean Waste Streams.
    • Define a problem statement, use a Project Charter and Project Schedule.
    • Introduction to SIPOC and VOC.
    • Stakeholder Communication Plan.
    • Introduction to Process Mapping.
    • Collecting and Measuring Data, Control and Pareto Charts.

    Topic 3: Analyse and Improve


    • Team techniques.
    • Cause-Effect Diagrams.
    • Brainstorming.
    • Prioritise potential causes.
    • Decision making tools.

    Topic 4: Control


    Visual Management Review and Action on a continuous basis PDCA.

    Duration/Delivery Mode:

    2 Day workshop/classroom

    Certification:

    DCM Learning Certificate of Completion