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Venue hire Business Health Check
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Lean Service Operations
APPLICATIONS CLOSED. If you missed out contact WHK Busines Growth today on info@whkbusinessgrowth.com
There has been no secret made of the fact that service functions have a far harder time applying Lean principles. It is difficult to find correlation between the Lean manufacturing roots and the service sector.
‘UTTER RUBBISH!’ The same rules apply; it is only the language that differs.
Applications are now open for the Lean Service Operations programme. Only 12 - 14 service orientated businesses will be selected to participate.
* Businesses applying should ideally employ at least 5 staff members.
The Programme
This four day programme is designed to help build a lean team in a service based company.
Day 1: Lean Thinking & Leading a Lean Team - 12 April, 9am - 4.30pm
- Introduction to the history of Lean Thinking
- The Seven Wastes of Lean
- Effort: “Dedicating 100% of time to 100% activity& and get nothing done!”
- Waiting: The downtime between jobs
- Over-processing: Using a blow torch when a soldering iron would do the job
- Transport: Driving 100km when you could have achieved all your objectives in 50km
- Motion: Reaching for tools or putting yourself into dangerous positions
- Inventory: What materials do you need in a day? A week? A month?
- Defects: How often are you returning to a job site to repair or patch up work you’ve only just finished
- Understanding the 5S principles
- Separate and Scrap: Let’s get rid of everything in your van/office/depot that isn’t needed!
- Straighten: Put back only what is required on a daily basis
- Scrub: Clean with purpose
- Set Standards: Set the rules that will dictate what equipment and material is to be kept in the vans or onsite at any one time
- Systemise: Cleaning schedules, management audits, tools that will make sure this is not a one off event
- Develop a team identity focused on lean
- Setting SMART goals
Day 2: Measuring for Success & Eliminating Waste - 19 April, 9am - 4.30pm
- The power of measurement
- Why measure at all?
- Gathering data
- Displaying collected information: It’s no good hiding it in your computers!
- The importance of Service Key Performance Indicators
- What is a KPI?
- Choosing your KPI’s
- Aligning KPI’s to your team’s goals
- Using your KPI’s to drive success
- Lean Thinking and Customer Value: What is it your customers are willing to pay for?
- Value stream mapping
- Mapping your process layout
- Mapping your team’s activities and realigning to the value stream
- Streamlining customer service to ensure a positive experience
- Creating pull and flow
Day 3: Problem Solving & Set Up Reduction - 26 April, 9am - 4.30pm
- Structured problem solving - what to use and where
- Brain Storming
- 5 Why’s
- 5W1H
- 4M (Fishbone)
- DMAIC
- Introduction to the concepts of SMED for services
- What is SMED and how does it apply to services?
- Identifying areas for SMED opportunities
- SMED process
- Internal vs. External activities
Day 4: The Lean Culture - 03 May, 9am - 12.30pm
Success in implementing a lean programme, as with all change initiatives, depends on the type of culture you build within your organisation. Your organisation culture, in turn, derives from your own style of leadership.
This module will demonstrate:
- A process for self-awareness and personal growth that will enable you to develop the leadership style to develop a Lean culture
- A tool for developing teamwork based on effective interpersonal relationships and management by consensus
- What you can do to build a culture supports that Lean implementation and prevents it dying in the trenches
We have found the course so valuable that we have got Go Solutions coming into our business over the next 3 months to work specifically with us to build on what was learnt through Lean...We look forward to seeing our status some time further down the track as it helps us celebrate our growth and improvement while looking at the areas for work and focus."
- Katrina Jackson, Annandale Feeds Ltd.
Presenter Profiles:
Chris Jenkins - Go Solutions
Christopher first stumbled upon this thing known as Lean during the final year of his Bachelor of Engineering at Massey University. Enamoured with Lean’s drive toward process efficiency and business sustainability as opposed to short term gains, he set his sights on a career in Lean Thinking.
Since graduating in with honours in 2005, Christopher’s pursuit of Lean has seen him gain experience in the food and electronics industries within New Zealand. Roles have been diverse, ranging from trainer at Heinz-Wattie’s in Hastings to process engineer and production manager at Tru-Test in Auckland. These roles have allowed him to achieve significant success in the areas of utilisation, efficiency, cost reduction and most importantly, staff engagement.
Through it all, the passion has remained constant: a drive for New Zealand businesses to become truly sustainable and remain in New Zealand through the implementation of Lean Thinking.
John Laurent - WHK Business Growth
John has ten years experience in the field of organisational development, culture change and leadership coaching. This work includes working with individuals and teams to facilitate a measured improvement in behaviour and effectiveness. John has coached senior executives in industry as well as partners of national law firms. Companies John has worked with include Cryovac Sealed Air NZ Ltd, Hansells, Nutra Life Health & Fitness Ltd and James Hardie Ltd. He has worked as a consultant to ABB on culture change resulting in productivity gains valued at over $200 million.
Click to view High Impact FAQs including outcomes, eligibility criteria and how the process works.
Apply for this programme
Entry onto this Lean Service Operations is by application only. For information on how to apply email John.Laurent@whk.co.nz or call (0)9 968 8546.
Applications Close: 7 April 2010
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