The Lean Office: Collected Practices and Cases is a compilation of articles previously published in the Productivity Press newsletter, Lean Manufacturing Advisor. These articles discuss lean implementations in non-manufacturing operations, from design to processing invoices to customer service. Most articles are written in the form of case studies.
"I recommend the book as a quick read for people who have some familiarity with lean manufacturing but are wondering how they can adapt some of those principles and methods in their non-manufacturing business".
"The book is geared toward mid- and top-level executives, along with operations executives, quality professionals, trainers, and human resource personnel."
Part I: Focusing on the Customer
1. New Toyota Center Seeking To Make Sales & Marketing Lean
2. Transforming a Service Firm
3. Revamping Design Process Increases Speed and Quality
4. Call Center's Transformation Produces Award for Service
5. New Restaurant Owner Sees His Future in a Lean Lunch
Part II: Improving Flow
6. Ambulance Office Responds To Calls for Improvements
7. Whether Office or Factory, The Same Principles Apply
8. Neither Culture Nor Equipment Stops Postal Transformation
9. Builders Seek to Demolish Inefficiency
Part III: Taking the Right Steps
10. First Steps to Making Your Office Lean
11. 5S Techniques Can Clean Up The Hard Drive of a Computer
12. Simple, Early Wins Help Build Support for Office Lean Efforts
13. Tips for White Collar Kaizens
14. Invoicing and Receiving Receive the Kaizen Treatment
15. Delphi Lean Strategy Evolves To Go Beyond the Shop Floor
16. Improving Flow in an Office Setting
17. Spreadsheets & Data are Tools In Quest for the Lean Office
18. Publisher Makes Key Concepts A Daily Part of Its Newspapers