1st Edition

Lean Office and Service Simplified The Definitive How-To Guide

By Drew A. Locher Copyright 2011
    194 Pages 54 B/W Illustrations
    by Productivity Press

    194 Pages
    by Productivity Press

    Winner of a 2012 Shingo Research and Professional Publication Award

    Demystifying the application of Lean methods, Lean Office and Service Simplified: The Definitive How-To Guide goes beyond the basic tools to detail the key concepts of Lean as they apply to office and service environments. It begins by discussing value stream management, followed by chapters on standard work, flow, level pull, and visual management.

    Winner of a 2012 Shingo Prize, this book covers essential Lean tools, including 5S and mistake proofing. It breaks down Lean concepts into their elementary components, describes them in a nonmanufacturing context, and supplies readers with specific how-to methodologies. Providing detailed examples throughout, the text illustrates the functions found in most service organizations, as well as the administrative areas of manufacturing companies.

    Drawing on more than two decades of practical experience, the author provides implementation strategies on a function-by-function and department-by-department basis. He examines the most common obstacles that readers are likely to encounter and supplies strategies to address those obstacles. The text includes a toolbox of helpful forms, charts, checklists, templates, and worksheets to help kick-start your Lean implementation efforts.

    Watch Shingo Prize-winning author Drew Locher discuss how to implement Lean concepts into your office and service settings.

    Organizing by Value Stream
    Cross-Functional Teams Based on Value Stream
    Defining Roles by Value Stream within a Department
    Organizing Activities for Individuals by Value Stream

    Creating Standard Work for Office and Service
    Standard Work—What It Is and Its Purpose
    Elements of Standard Work
         The "What"
         Key Points—The "How" and "Why"
         Time and Timing
    Visually Displaying Standard Work
         Steps to Creating Standard Work

    Creating Flow in Office and Services
    Approaches to Flow in Office and Services
         Combining Activities
         Continuous Flow Processing with Multiple Roles
         Concurrent Processing
    Designing Flow Systems for Office and Services
         Identify Activities
         Determine the Demand Rate
         Determine Resource Requirements
         Identify Roles and Responsibilities, including Standard Work
         Determine Training and Cross-Training Needs
         Develop Visual Management Techniques
    Typical Results

    Creating Level Pull in the Office
    Forms of Pull Systems
    Visibility of Queues
    Establishing Limits on Queues
    Establishing Decision Rules for the Queue
    Using Visual Signals That Are Worker Managed
    Leveling the System
    Steps to Implement Pull Systems
         Step 1: Identify the Locations Where Queues Are Expected to Form
         Step 2: Identify Means to Provide Visibility
         Step 3: Establish Limits for the Queue
         Step 4: Define Rules for the Queue
         Step 5: Train People in the Pull System
         Step 6: Monitor the System for Effectiveness
    Benefits of Office and Service Pull Systems

    Establishing Visual Management in Office and Services
    Approaches to Visual Management
    Elements of Visual Management
         What Is the Purpose or Function of the Area?
         What Activities Are Performed in the Area?
         How Do People Know What To Do?
         How Do They Know How To Do It?
         How Do They Know How They Are Doing?
         What Is Done If Performance Expectations Are Not Being Met?
    Including Continuous Improvement in Visual Management

    Lean Tools for Office and Services
    Workplace Organization or 5S
    Mistake Proofing
    Terms and Definitions
    Mistake Proofing Devices
    Mistake Proofing Devices and Examples
         Guide/Reference/Interference Device
         Template/Checklist Devices
         Light Contact Electrical Devices
         Counter Devices
         Odd-Part-Out Devices
         Sequence Restriction Devices
         Standardize and Solve Devices
         Critical Condition Indicator Devices
         Delivery Detection Devices
         Sensor Devices
         Mistake Proof Your Mistake Proofing Device
    Setup Reduction or Quick Changeover

    Functional Applications of Lean
    Sales and Marketing
         Stability Issues with Sales and Marketing
         Standardizing Sales and Marketing Processes
         Making the Sales and Marketing Function Visible
         Improving the Sales and Marketing Function
         Stability Issues Relating to the Purchasing Function
         Standardizing Purchasing Processes
         Making the Purchasing Function Visual
         Improving the Purchasing Function
         Stability Issues in the Accounting Function
         Standardizing Accounting Processes
         Making the Accounting Function Visual
         Improving the Accounting Function
    Customer Service
         Stability Issues with Customer Service
         Standardizing Customer Service Processes
         Making Customer Service Visual
         Improving the Customer Service Function
    Human Resources
         Stability Issues Relating to Human Resources
         Standardizing HR Processes
         Making the HR Function Visible
         Improving the HR Function

    Leading the Lean Organization
    Driving Continuous Improvement (PDCA)
    Going to the Gemba
    Performance Measurement

    The Quality Toolbox


    Drew Locher

    … a simple guide to help leaders drive the Lean transformation of themselves, their people, and processes.
    —Glenn Marshall, Northrop Grumman Shipbuilding

    Drew is still one of the few practitioners who really understand the concept of the Lean Enterprise as opposed to Lean Manufacturing.
    —Bill Beer, Wenger Corporation

    ... a plain language guide to transforming Office and Service industries into effective, efficient organizations. I recommend it strongly.
    —Mike Robinson, Manager, Corning Cable Systems

    … clear and straightforward methods for applying Lean thinking to administrative and support processes that apply across almost every industry … I highly recommend this book.
    —Brian Maskell, BMA Inc.

    … Locher’s book delivers! Every essential tool in the Lean toolkit is explored with enough simplicity for a beginner to understand and enough depth for an experienced Lean Thinker to draw from.
    —Allan R. Coletta, Siemens Healthcare Diagnostics, Inc.

    … a valuable and enthusiastically recommended instructional reference for anyone faced with the responsibility of managing a business to its effective maximum performance in both its physical plant and its human resources. … begins by explaining the key concepts of Value Stream, Standard Work, Flow, Level Pull, and Visual Management. Every aspect of a functioning office is covered in accessible detail including sales, marketing, purchasing, accounting, customer service, mentoring, performance measurement, and more. … highly recommended for personal, professional, academic, and community library Business Management reference collections and supplemental reading lists.
    —James A. Cox, Editor-in-Chief, Midwest Book Review, in Library Bookwatch, March 2011