Back to: Cardiff Business School
Expert LEAN Service Course
- Expert LEAN Service Course
Date: 10, 11, 12, 13 & 14 November 2014 (5 days)
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?
- Appreciate all of the core lean concepts that need to be addressed within a service lean transformation
- Lead a service lean transformation using a variety of different tools and techniques
- Understand the different approaches that can take place within a service lean transformation and appreciate their strengths and weaknesses
- Recognise successful lean transformations in other organisations and be inspired to experiment and try out new techniques
What will it cover?
- Adopting and Adapting Lean Principles within Service
- Improving Service Experience and Process Efficiency and Effectiveness
- Systems Thinking
- Lean Interconnections
- Lean Implementations
Benefits of attending
- Develop the necessary knowledge and skills needed to lead successful lean transformations within your service organisation.
- This programme has been designed to align to level 2a of the Lean Competency System. Subject to successful fulfilment of requirements, delegates will receive certification on completion.
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 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.