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Eddie O'Kelly,Richard Keegan

LEAN SERVICE

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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.
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302 printed pages
Publication year
2015

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Quotes

  • b8666007421has quoted5 years ago
    The Lean Rules as they apply to people are:

    Fairness: The Lean process needs to be fair, fair to both staff and the business;
    Firmness: Once you decide how things should be done, they need to be done that way;
    Consistency: Be consistent with how you deal with people, problems and issues.
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    • b8666007421has quoted5 years ago
      Benchmarking is much more than simply copying competitors’ best practices. Dr Edward Deming, a leading American statistician who developed many of today’s leading quality tools and approaches, wrote:

      To copy is too risky, because you don’t understand why you are doing it. To ADAPT, and not adopt, is the way.
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      • Ксеничhas quoted6 years ago
        In an office, forms of waste include:
        Counting;
        Moving;
        Looking for papers;
        Reworking;
        Filing;
        Sorting;
        Reconciling;
        Checking;
        Duplicating.
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