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LEAN SERVICE: A Practical Guide for SME Owner/Managers

LEAN SERVICE: A Practical Guide for SME Owner/Managers
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Our Price:  €24.95(VAT Free)
Format:  

ISBNs:  9781781191774 Pb / 1781 ePub / 2078 PDF
Year Published:  2015
Author:  Richard Keegan & Eddie O'Kelly
Paperback:  24.95
ePub ebook:  12.50
PDF ebook:  12.50

Applied Benchmarking for Competitiveness: A Guide for SME Owner/ManagersApplied Benchmarking for Competitiveness: A Guide for SME Owner/Managers
Becoming Lean: Practical Steps to Build CompetitivenessBecoming Lean: Practical Steps to Build Competitiveness
The Five Rings of Lean Business ExcellenceThe Five Rings of Lean Business Excellence

 

Lean is about VALUE ... the creation, delivery and retention of value.

In a service business, the delivery of value is very much customer- or client-dependent. The client defines what they see as ‘value’, not the business. The most successful service businesses understand this very well and spend much time and effort working to better understand their customers and to meet their spoken needs and often unspoken wants.

To understand how Lean concepts can be applied to a service business, you need to know a little about Lean Principles, Lean Rules, Lean Questions and Lean Tools. Read on …

LEAN SERVICE includes case studies showing how Lean Service has been applied in companies as diverse as Deutsche Post DHL, DirectSki.com, Grant Thornton, Irish Rail, Musgrave Group, Openet, Parker Advertising and Thornton Partners.

Contents

Figures

Case Studies

Dedications

Thanks

Foreword

1: Introduction

2: Applied Benchmarking for Competitiveness

3: The Diagnosis

4: The Medicine

Level 1: Basic Lean Service

5: First Steps

6: War on Waste

7: Teams & People

Level 2: Intermediate Lean Service

8: The Work Continues

9: Time is Money!

10: Operations Control Systems

11: Practical Quality

12: Employee Involvement

13: Lean Sales

14: Financial Management

15: Supply Chain & Logistics

16: Innovation & Design

17: Strategy & Implementation

Level 3: Advanced Lean Service

18: Process Benchmarking

19: “To Infinity & Beyond”

20: Practice to Perform

Appendices

I  Self Assessment Questionnaire

II  Facilitated Assessment & Comparison Tools

III  Sources of Further Information


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