BUILD EXCELLENCE IN ADMINISTRATIONS AND SERVICES - July 10-13, 2025

Program Description 

The Excellence in Administrations and Services program is a 4-day, intensive course designed to equip service and administrative managers with the essential Lean Services principles and methodologies to launch or strengthen a Lean initiative within their organizations. In this course, you will:

• Master Lean Fundamentals in Services:
  Gain a deep understanding of Lean principles, including waste elimination, process optimization, and continuous improvement.
• Enhance Customer Journey:
  Learn to create better customer experiences by streamlining administrative processes and eliminating inefficiencies.
• Boost Efficiency and Capacity:
  Discover strategies to reduce failure demand—the extra work generated when tasks aren’t done right the first time—thereby increasing capacity by 50 to 65% and improving employee satisfaction.
• Foster a Positive Work Environment:
  Develop a collaborative and energetic environment to increase performance, reduce downtime, improve overall quality and improve employee satisfaction.

Why is this Topic so Important?

Imagine what you could achieve with significantly increased capacity and a team of happy, empowered associates. This program is specifically designed for managers who want to:

• Eliminate Backlogs and Rework:
  Tackle failure demand head-on to minimize non-value-added activities.
• Improve Service Efficiency:
  Create a systematic approach to eliminating service inefficiencies and waste, and integrating AI to allow people to dedicate more time to creating more value for customers
• Accelerate Time to Market:
  Streamline processes to deliver faster, more reliable outcomes that delight customers.

Becoming a Lean organization isn’t just about implementing tools—it’s about cultivating a culture where every associate contributes to continuous improvement, leading to reduced waste, increased capacity, and enhanced overall performance

Productivity Innovation has spent the last 20+ years helping organizations change their status quo by implementing actual Lean transformation. We have seen Lean’s benefits to any service organization in customer service, HR, back offices, accounting, sales and marketing, product and service operations, and more:

• increasing IT support action item closures by 25%
• Cutting order processing time by 60%
• Reducing accounts receivable and accounts payable processing time by 30%– Bringing month-end closings down from 5 days to 2 days
• Shortening invoice processing time from 22 hours to 8 hours
• Sales order quotation and order entry process reduced from 10 days to 3 days.

Program Objectives

Learn how to:

• Continuously Improve Customer Experience: Systematically eliminate value stream inefficiencies to enhance every customer touchpoint.
• Eliminate Backlogs and Failure Demand: Reduce rework and non-value-added activities that drain your organization’s capacity.
• Build an Effective Daily and Performance Management System: Establish routines that ensure consistent operational excellence.
• Increase Process Capacity: Implement strategies that enable your team to perform more value-adding work with existing resources.

Program Curriculum

DAY 1: Lean Fundamentals and Customer Experience

• Lean and the Customer Experience: Understand how Lean principles drive superior customer service.
• Mapping the Customer Journey: Learn techniques to chart the customer’s path and identify key opportunities for improvement.
• High-Level Process Mapping: Develop a broad view of your current processes to pinpoint inefficiencies.
• Value Demand and Failure Demand: Distinguish between tasks that add value and those that require rework.
• Learning to See Waste: Gain practical skills to identify and eliminate waste in every process.

DAY 2: Value Stream Mapping and Management

• Value Stream Mapping: Dive deep into creating detailed maps of your value streams.
• Value Stream Management: Learn how to monitor and manage the flow of value to enhance operational efficiency.

DAY 3: Workplace Organization and Performance Management

• Workplace Organization: Master the 5S’s, Visual Standards, and Standard Work to create a more organized, efficient workspace.
• Visual Flow and Performance Management: Implement visual management tools to monitor and drive performance.
• Setting Priorities with Policy Deployment: Align your team’s efforts with strategic priorities through effective policy deployment.

DAY 4: Team-Based Problem Solving and Implementation

• Team-Based Problem Solving – A3 Thinking: Adopt the A3 methodology to solve problems collaboratively and effectively.
• Taking it Back Home: Translate your new skills into actionable strategies for your own organization.
• Your Implementation Roadmap: Develop a clear, customized roadmap for successful Lean implementation.

Benefits of Attending

During this inter-active program, you will understand how these principles apply to your department and processes and how you can develop your “leadership legacy” through the implementation of these Lean culture.

Upon completion of this 4-day program, you will be get a Participation Certificate.

This program is available as a Public Event, but is also offered as an on-site program.

Change your Business Before Someone Else Does…
Join us for the Excellence in Administrations and Services program and take the first step toward transforming your administrative operations into a powerful competitive advantage. Sign up today to unlock the potential for higher efficiency, better customer experiences, and a more energized, collaborative workplace.

Read our article: Setting the Stage for Success: Untapping the Huge Potential Hidden in Cross Functional Processes

Testimonials

What past customers are saying:

I learned a tremendous amount of during this course.  All my expectations were exceeded.  I’m excited to continue to grow in my lean organization transformation.  Michael S., Head of Service Support Organization, Mettler Toledo.

Very interactive; easy to understand concepts; great examples. Cristina D. VP Ops ADS Inc.

Very important subject for executives who want to improve the customer experience and operational effectiveness; Graig C., VP IT ADS Inc.;

Thorough, helpful and organized. Faith K, Admin Director, OSU Research Center

Excellent course; thorough applicable and timely for major global business changes due to the pandemic.

I love it, more than my “expectations”, this will help me a lot to improve my current daily life at work and help to get the company to the next level. Laura V, Chief Growth Officer

This on-line program is available as a Public Event. Registration fees are 2850 € per person (or $3,250 for US participant).

For more information or to register, contact our team directly: please complete the contact form, and we will be pleased to send you all the information required to complete your registration and participate in the event. Special fees will be proposed for group registration.

This program is also offered on-site: it can be customized to our client’s specific organization and processes. Let us know, and we will be happy to discuss the details further and explore how we can best support your team.