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Chapter 8- Service on a Silver Platter: Five Factors for Lean Service (eChapter from The Hitchhiker's Guide to Lean: Lessons from the Road) Image

Chapter 8- Service on a Silver Platter: Five Factors for Lean Service (eChapter from The Hitchhiker's Guide to Lean: Lessons from the Road)


Author(s)/Editor(s): Mr Jamie Flinchbaugh, Andy Carlino
Published By:
SME

Pages in Print Edition: 14PP

Published: 12/01/2005
Product ID:
BK05PUB51_E_CH-8
ISBN:
978-1-62104-005-7

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Non members: $ 7.00

Description

The following five factors focus on how lean in service organizations is distinct from lean in manufacturing or operational environments. The waste is hiding. Service organizations need to solve the small stuff. Although it is harder to see the process, service organizations need to design around and for the customer, and organizing events is necessary to find the waste. The five factors for lean service are:1. Always work for the customer2. Problem solving at a relationship level3. Personal learning through plan/do/check/act4. Master what you can control5. See more with your own eyes