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Lean Office and Service Simplified
The Definitive How-To Guide





ISBN 9781439820315
Published February 9, 2011 by Productivity Press
194 Pages 54 B/W Illustrations

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Book Description

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.

Table of Contents

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
     Benefits
     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
Background
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
     Stopper/Gate
     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
Purchasing
     Stability Issues Relating to the Purchasing Function
     Standardizing Purchasing Processes
     Making the Purchasing Function Visual
     Improving the Purchasing Function
Accounting
     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)
Mentoring
Going to the Gemba
Performance Measurement
Recognition
Summary

The Quality Toolbox
Forms
Index

...
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Reviews

… 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