Continuous Improvement, Lean Six Sigma Certification, Lean Management, Value Stream, What Is Lean Six Sigma, Lean Tools, Lean Office, Lean Service

Lean Office and Service

  • Are Your Office and Business Processes Lean? 

    Cost10% DiscountDigital Brochure
    $3,100
    Five-day program
    When you register five or more. Restrictions apply. Detailed information in a shareable format. download

    Take Lean Beyond the Shop Floor to Improve Profitability

    Administrative functions account for sixty to eighty percent of the cost of meeting customer demand. Streamlining and eliminating waste from your office and administrative processes using Lean concepts, tools, and methods will help you achieve significant bottom-line savings. This five-day certificate program presents a structured way to understand how a firm delivers value in its services, how to prioritize operational improvement opportunities, and how to link them to strategic priorities.

    Key Learning Outcomes

    • Identify what you need to do better in your services to support your strategy
    • Understand how to improve 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/back-office/service setting

    Experienced Faculty

    Instructors from the U-M Ross School of Business and industry team up to deliver this experiential course focused on Lean office and business process improvement. Our instructors have years of industry experience coaching and training Lean implementations.

    Hands-On Practice and Real World Examples

    Hands-on simulations supplement lectures, exercises, and case studies to make this training meaningful and enlightening. We prepare you to take these tools and techniques back to your facility so you can begin implementing and transforming your traditional operations to Lean.

     
     
     
     
     
     
     
     
  • Schedule

    Lean Office and Service Program Focus

    Overview of Lean Office
    • The history of lean
    • Benefits of lean
    • Lean tools
    • Six Sigma DMAIC and lean
    Value Stream Mapping in a Business Administrative Environment
    • Overview of mapping
    • Establishing service families
    • Scoping the mapping effort
    • Components of a VSM
    • Developing the Current State Map
    • Current State Mapping example
    • Creating incentive for change
    • Current state case study
    • Class exercise
    • Group breakout exercise
    Waste Exercise
    • System waste
    • Process waste
    Value Stream Mapping in a Lean Office
    • Developing the Future State
    • Implementation planning
    • Lean project scoping case study
    • Future state case study
    • Class exercise
    • Group breakout exercise
    Action Planning
    • Class exercise
    • Group breakout exercise
    Lean Office and Service Tools Workshop and Simulation
    • Lean tools for the office
    • Standardized work
    • Quality at the source
    • Workplace organization
    • People involvement
    • Visual controls and management
    • Batch reduction or elimination
    • Poka Yoke
    • Cellular teaming concepts
    • Pull systems
    • Equipment reliability
    • Levelling, management timeframe and takt image
    • Lean office simulation
    Lean Six Sigma and Six Sigma DMAIC
    • Six Sigma overview
    • Stabilization and optimization
    • Six Sigma DMAIC methodology and tools
    • Lean Sigma bridge
    • Operationalizing Six Sigma
    Operation Metrics - Aligning with Financial Reporting
    • What should be measured?
    • How to use data you already have
    • Aligning incentives for a lean office
    • Understanding and eliminating sources
      of variability and waste
     
  • Instructors

    Izak Duenyas

    Izak Duenyas

    Izak Duenyas is the John Psarouthakis Research Professor of Manufacturing Management and Professor and Chair of Technology Operations Management at the Stephen M. Ross School of Business at the University of Michigan. Dr. Duenyas also holds an appointment as Professor of Industrial and Operations Engineering.

    Professor Duenyas is an expert on lean practices in manufacturing and services. He has worked with many companies including Merck, Pfizer, Teva, Boeing, Xerox, Ford, GM, Cummins, DaimlerChrysler and Steelcase. Dr. Duenyas served as president of the Manufacturing and Services Operations Management Society, 2004-2005 and currently serves as an area editor for Operations Research in manufacturing, service and supply operations.

    Don Lynch

    Don Lynch

    Lean Six Sigma Corporate Master Black Belt for SKF, Inc.

    Don Lynch holds a Ph.D. in Mechanical Engineering as well as an MBA. He has held positions in engineering, quality, product design and management at Ford Motor Company, Diamond Electric Manufacturing and Visteon Corporation. Dr. Lynch holds six ASQ certifications and is the author of many papers on Lean, Six Sigma and Continuous Improvement.

     
     
  • Learning Objectives

    Each day has a set of objectives that enable participants to understand and appreciate the application of lean thinking throughout the enterprise. The course relies heavily on examples of non-production lean applications and will focus on a train-do methodology via a case study that will thread throughout the course. Each day builds on the use of additional tools and information necessary to plan and implement a lean pathway in non-production areas.

    Program Fee

    $3,100* Covers the Five-Day Program

    Fee includes tuition, instructional materials, continental breakfast, lunch and a coffee break each day. Fee is payable in advance.* Upon registration, you will receive email confirmation including directions to the program site and recommended lodging.

    * Fee subject to change. Pricing not valid for onsite or custom programs.
    Please review our Professional Programs Payment and Cancellation Policy.

    Who Should Attend

    This course is intended to benefit professionals within a wide array of areas such as:

    • sales and marketing
    • purchasing
    • banking
    • finance
    • accounting
    • human resources
    • information technology and planning
    • hospital administration
    • insurance
    • school systems
    • office managers from any industry
    • engineering
    • quality assurance
    • and anyone responsible for continuously improving the quality and performance of their operations.

    Want to send a team from your organization?
    Contact us for discounted prices for teams of five or more.

    Custom Programs Brought to You
    Any of our programs can be customized and delivered at your site. For more information, contact us at (734) 647-7200 or MEonline@umich.edu.

    Certificate

    A non-credit certificate of professional achievement in Lean Office and Service from the University of Michigan College of Engineering will be awarded upon successfully completing the five-day program and passing an online exam.

    Materials and Resources

    A text is provided for this course. If you would like more information, click on the book below. This is for your information only. It is not necessary to buy your own book.

    Lean Enterprise

    The Complete Lean Enterprise: Value Stream Mapping for Administrative and Office Processes, offers a step-by-step approach to applying lean initiatives to the administrative and office environment. It's a must read for leaders looking to improve their production support activities within their order-to-cash value stream. The Complete Lean Enterprise is a valuable tool in applying value stream mapping (VSM) to non-production areas, identifying office wastes, establishing performance metrics, speeding up administrative workflow, and improving office efficiency.