LEAN SIX SIGMA WORLD CONFERENCE
Coaching the Lean Mindset in Service
Presenter: Dieter Joseph Duarte, Owner & Founder, Makoto Flow, Ltd., Lwakuni-shi, Japan
Keywords: Leadership Behaviors, Mindset Change, Lean Thinking, Lean in Service, Systems Approach, Lean Canvas
Companies in the service sector are constantly under pressure to deliver excellent customer service, faster response times and valuable support for their customers. Lean optimizes all service delivery processes by targeting wasteful and non-value added activities that support the customer experience. Lean addresses a wide range of problems facing service organizations, such as complexity reduction, sales force productivity enhancement, operations risk control, cost leadership, combining scale with flexibility, service excellence and improving employee morale and involvement. Service organizations worldwide are beginning to realize that only those organizations that are efficient and able to meet the changing needs of customers will survive the fierce competition of the marketplace. Lean isn’t about manufacturing. It is about standardizing work processes to make problems visible and developing your team members’ critical thinking ability so that they can solve those problems and improve work processes. The outcome is to influence your customer experience. Why? Well for one, 70% of all waste in service is in transaction waste – your true “Joy Killers”! That’s really amazing when you think about it. Secondly, our aim of this sharing opportunity is to make participants aware of wastage in the office and service areas. After that enlist their cooperation to design and systematically improve processes and procedures with lean thinking methodologies. This is truly a mindset change. The challenge is in seeing this waste so that you can then eliminate it. When done right, teams literally change the way work is done.