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Lean Office and Service

See your business processes through the customer's eyes

Service operations account for over sixty percent of the cost of meeting customer demand. Using Lean concepts, tools, and processes, this five-day certificate program presents a structured way to improve quality, reduce lead time, and serve more customers without adding resources.

Key Information

This course is not currently scheduled. Please sign up to be notified of future offerings.

Time Commitment

5 days



Continuing Education Units (CEU)


Program Overview

Overview of Lean Office
  • History of lean
  • Linking lean efforts to strategy
  • Key firm performance indicators and their relationship to lean
  • Lean principles
  • Class exercise in lean
  • DMAIC (Define-Measure-Analyze-Improve-Control) and lean
Value Stream Mapping (VSM) in a Business Administrative Environment
  • Overview of mapping and hierarchy of process discovery
  • SIPOC (suppliers, inputs, process, outputs, customers), Swimlane, VSM and Process Maps
  • Establishing service families
  • Scoping the mapping effort
  • Components of a VSM
  • Developing the current state map
  • Waste exercises (system and process waste)
  • Value Stream Mapping in a Lean Office
    • Developing the future state
  • Implementation planning
  • Lean project scoping case study
  • Future state case study
Lean Office and Service Tools Workshop and Simulation
  • Lean tools for the office
    • Standardized work
    • Quality at the source
    • Workplace organization
    • Visual controls and management
    • Batch reduction or elimination
    • Poka Yoke
    • Pull systems
    • Levelling, management time frame, and takt image
  • Lean office simulation
Lean Six Sigma and Six Sigma DMAIC
  • Six Sigma overview
    • Six Sigma DMAIC methodology and tools
    • Lean Sigma bridge
    • Operationalizing Six Sigma
Operation Metrics: Aligning with Financial Reporting
  • Linking process metrics to financial metrics
  • How to utilize data
  • Aligning incentives for a lean office
  • Understanding and eliminating sources of variability and waste in an office environment

Learning Objectives

As a result of this program, you will be able to:

  • Identify what you need to do better in your services to support your strategy
  • Understand how to improve the efficiency of your office/service processes
  • Create an action plan for your Lean improvement initiative
  • Translate your Lean efforts into financial terms
  • Learn easy hands-on tools that anyone can implement in an office/service setting

Instructional Team

Izak Duenyas
Izak Duenyas
Lead Faculty, Lean Office and Service
Donald C. Cook Professor, Ross School of Business
Faculty Director, Executive MBA Program, Ross School of Business
Professor, Industrial & Operations Engineering
Don Lynch, PhD
Don Lynch, PhD
Instructor, Lean Office and Service
Vice President of Quality, Strategy, and Transformation, SKF USA Inc.

Post Program

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