Audience: Customer Service Managers
Introduction to lean principles and waste
Waste, Lean, Value: This module will introduce the fundamental principles of Lean in a service environment.
Learn moreIntroduction to Six Sigma
Implementing a Lean workflow requires reducing process variation. Six Sigma is a project management and problem-solving method based on the analysis of statistical data and aimed at reducing defects and variability.
Learn moreLean leadership and constructing a lean management system
Lean Management System, Leadership, Gemba Walks, Leadership Standard Work: The success of a lean initiative depends on actively engaging leaders at every level in the organization. In this session, we explore the need to develop a system for managing lean initiatives.
Learn morePerformance management and key performance indicators
Performance management, KPI's, Metrics, Leadership: In this session, we examine key performance indicators including customer satisfaction, response time, right first time (%), on-time delivery (%), and productivity.
Learn moreProgramming and scheduling service flows
Flow management: Discover different ways of scheduling activities according to specific features of flow and demand.
Learn moreValue Stream Analysis
Value Stream Mapping, Value Stream management: In this session you will learn how to scrutinize steps and data uncovered during value stream mapping and find the weaknesses within an organization.
Learn moreVisual Management
Flow Management: Visual management lies at the heart of Lean. In this session we take an in-depth look at the importance of making activities visible, and the development of a visual system that allows managers and team members to manage their activities and monitor performance.
Learn moreVoice of the customer
Customer experience, VOC: In this session you will learn how to better understand customer needs and identify gaps between process performance and customer expectations.
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