Lean Office and Service Simplified

The Definitive How-To Guide

By: Drew Locher

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Paperback | 9 February 2011 | Edition Number 1

At a Glance

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196 Pages

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25.4 x 17.78 x 1.07

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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.

Industry 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

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Non-Fiction Business & Management Management & Management Techniques Management of Specific Areas Production of Quality Control Management Engineering & Technology Technology in General Engineering in General Office & Workplace Office Management

Introduction	p. xi
Endorsements	p. xix
Organizing by Value Stream	p. 1
Cross-Functional Teams Based on Value Stream	p. 3
Defining Roles by Value Stream within a Department	p. 4
Organizing Activities for Individuals by Value Stream	p. 6
Summary	p. 7
Creating Standard Work for Office and Service	p. 9
Standard Work-What It Is and Its Purpose	p. 10
Elements of Standard Work	p. 12
The ôWhatö	p. 12
Key Points-The ôHowö and ôWhyö	p. 12
Time and Timing	p. 13
Visually Displaying Standard Work	p. 14
Benefits	p. 16
Steps to Creating Standard Work	p. 17
Summary	p. 19
Creating Flow in Office and Services	p. 21
Approaches to Flow in Office and Services	p. 22
Combining Activities	p. 23
Continuous Flow Processing with Multiple Roles	p. 25
Concurrent Processing	p. 28
Designing Flow Systems for Office and Services	p. 29
Identify Activities	p. 30
Determine the Demand Rate	p. 30
Determine Resource Requirements	p. 32
Identify Roles and Responsibilities, including Standard Work	p. 34
Determine Training and Cross-Training Needs	p. 36
Develop Visual Management Techniques	p. 37
Typical Results	p. 38
Summary	p. 39
Creating Level Pull in the Office	p. 41
Forms of Pull Systems	p. 42
Visibility of Queues	p. 45
Establishing Limits on Queues	p. 46
Establishing Decision Rules for the Queue	p. 48
Using Visual Signals That Are Worker Managed	p. 50
Leveling the System	p. 52
Steps to Implement Pull Systems	p. 54
Identify the Locations Where Queues Are Expected to Form	p. 55
Identify Means to Provide Visibility	p. 55
Establish Limits for the Queue	p. 56
Define Rules for the Queue	p. 57
Train People in the Pull System	p. 57
Monitor the System for Effectiveness	p. 57
Benefits of Office and Service Pull Systems	p. 58
Summary	p. 60
Establishing Visual Management in Office and Services	p. 61
Background	p. 61
Approaches to Visual Management	p. 63
Elements of Visual Management	p. 64
What Is the Purpose or Function of the Area?	p. 65
What Activities Are Performed in the Area?	p. 65
How Do People Know What To Do?	p. 66
How Do They Know How To Do It?	p. 68
How Do They Know How They Are Doing?	p. 69
What Is Done If Performance Expectations Are Not Being Met?	p. 71
Including Continuous Improvement in Visual Management	p. 72
Summary	p. 73
Lean Tools for Office and Services	p. 75
Workplace Organization or 5S	p. 76
Mistake Proofing	p. 84
Terms and Definitions	p. 86
Mistake Proofing Devices	p. 86
Mistake Proofing Devices and Examples	p. 88
Guide/Reference/Interference Device	p. 88
Template/Checklist Devices	p. 88
Light Contact Electrical Devices	p. 88
Counter Devices	p. 89
Odd-Part-Out Devices	p. 89
Sequence Restriction Devices	p. 90
Standardize and Solve Devices	p. 90
Critical Condition Indicator Devices	p. 91
Delivery Detection Devices	p. 91
Stopper/Gate	p. 92
Sensor Devices	p. 93
Mistake Proof Your Mistake Proofing Device	p. 93
Setup Reduction or Quick Changeover	p. 93
Functional Applications of Lean	p. 97
Sales and Marketing	p. 98
Stability Issues with Sales and Marketing	p. 99
Standardizing Sales and Marketing Processes	p. 100
Making the Sales and Marketing Function Visible	p. 102
Improving the Sales and Marketing Function	p. 103
Purchasing	p. 105
Stability Issues Relating to the Purchasing Function	p. 106
Standardizing Purchasing Processes	p. 107
Making the Purchasing Function Visual	p. 108
Improving the Purchasing Function	p. 109
Accounting	p. 109
Stability Issues in the Accounting Function	p. 110
Standardizing Accounting Processes	p. 110
Making the Accounting Function Visual	p. 114
Improving the Accounting Function	p. 115
Customer Service	p. 116
Stability Issues with Customer Service	p. 116
Standardizing Customer Service Processes	p. 118
Making Customer Service Visual	p. 119
Improving the Customer Service Function	p. 120
Human Resources	p. 122
Stability Issues Relating to Human Resources	p. 123
Standardizing HR Processes	p. 124
Making the HR Function Visible	p. 125
Improving the HR Function	p. 126
Summary	p. 128
Leading the Lean Organization	p. 129
Driving Continuous Improvement (PDCA)	p. 131
Mentoring	p. 134
Going to the Gemba	p. 138
Performance Measurement	p. 139
Recognition	p. 141
Summary	p. 141
The Quality Toolbox	p. 143
Forms	p. 149
Index	p. 163
Table of Contents provided by Ingram. All Rights Reserved.

Lean Office and Service Simplified

The Definitive How-To Guide

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

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