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Expert LEAN Service Course

Course Information

Expert LEAN Service Course

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Date: 10, 11, 12, 13 & 14 November 2014 (5 days)

Cost: £2,500

Location: Cardiff Business School


This 5 day programme will equip participants with the necessary knowledge and skills needed to lead successful lean transformations within their service organisations. The programme will provide new insights to those who already have a good understanding of lean, and also to those who are very experienced in the application of lean within a manufacturing context.

Who is it for?

This programme of learning has been designed for change agents, managers and leaders.

What will I learn?

What will it cover?

Benefits of attending


Title Key Topics Content Includes

  Title Key Topics Content Includes
Day 1 Adopting and Adapting Lean Principles within Service Translating manufacturing concepts into service environments Lean Principles redefinedBuckingham Housing Services game to illustrate lean service ideas
Improving workflow – a core concept in service lean One piece flow within service – a simulationRunners, repeaters and strangersQueuing theory
Day 2 Improving Service Experience and Process Efficiency and Effectiveness Examining Moments of Truth Cycle of Service exerciseCustomer Value AnalysisService design principles
Service maps Brown paper mappingValue Stream mapping for serviceProcess activity mapping and more
Day 3 Systems Thinking Importance of appreciating organisations as systems Checkland’s Soft System Analysis
John Seddon’s contribution to Lean Service Demand analysis – value and failure demand, statistical process control chartsHousing benefits exercise
Day 4 Lean Interconnections Lean working practices Visual ManagementStandard WorkQuality interventionsLean measuresImportance of ‘intelligent autonomation’ in service lean
Understanding how lean tactics and concepts work together Service examples of lean working practices in action
Day 5 Lean Implementations Incremental change vs. radical changeLean project planning Tactics to convince Senior Leaders to engageA3s and how to maximise their effectiveness
Pillars and PlatformsSustainable Lean Lean programme case studies and their continuous improvement infrastructuresImportance of Policy DeploymentPDCA

Programme Lead – Sarah Lethbridge

Sarah-LethbridgeSarah Lethbridge joined the Health and Services Team in the Lean Enterprise Research Centre in 2005. She has worked on numerous lean projects in hospitals, universities and public and private services. Sarah specialises in helping to develop the knowledge of continuous improvement teams and has worked with the Ministry of Justice’s Lean Academy, their Shared Service Centre in Newport, the Value for Money team in the Home Office, Legal and General, Principality Building Society and most recently, Nestlé, to ensure that organisations approach lean in a holistic, sustainable way. Her passion is to explore the interconnection of lean concepts and tools, helping people to understand how all of the lean ideas, support and inform each other, to bring about the pursuit of organisational perfection.

Lean Competency System Alignment

This programme has been designed to align to level 2a of the Lean Competency System. In order to achieve this certification, participants will need to demonstrate they have the appropriate lean knowledge covered by LCS level 1 (a, b, c). We can arrange for a LCS level 1a multiple choice test to take place prior to the training course (on line). Following the programme, further study and reflection needs to take place. Once ready, participants will need to take a 50 question on line test (LCS Level 2a) and submit a lean implementation project report. Additional certification fees will be charged.



Not quite what you were looking for? We may be able to develop a bespoke course more suited to your needs. Please contact us for further information.