EXECUTIVE SHORT COURSE - Expert Lean Service Course

23-27 February  2015 - Cardiff



This 5 day programme will equip change agents, managers and leaders with the necessary knowledge and skills needed to lead successful lean transformations within their service organisations. The programme will provide new insights to those who already have a good understanding of lean, and also to those who are very experienced in the application of lean within a manufacturing context.

Contents & Key Topics

Day 1 Adopting and Adapting Lean Principles within Service

Translating manufacturing concepts into service environments

    • Lean Principles redefined
    • Buckingham Housing Services game to illustrate lean service ideas

Improving workflow – a core concept in service lean

    • One piece flow within service – a simulation
    • Runners, repeaters and strangers
    • Queuing theory

Day 2 Improving Service Experience and Process Efficiency and Effectiveness

Examining Moments of Truth

    • Cycle of Service exercise
    • Customer Value Analysis
    • Service design principles

Service maps

    • Brown paper mapping
    • Value Stream mapping for service
    • Process activity mapping and more

Day 3 Systems Thinking

Importance of appreciating organisations as systems

    • Checkland's Soft System Analysis

John Seddon's contribution to Lean Service

    • Demand analysis – value and failure demand, statistical process control charts
    • Housing benefits exercise

Day 4 Lean Interconnections

Lean working practices

    • Visual Management
    • Standard Work
    • Quality interventions
    • Lean measures
    • Importance of 'intelligent autonomation' in service lean

Understanding how lean tactics and concepts work together

      • Service examples of lean working practices in action

Day 5 Lean Implementations

Incremental change vs. radical change

    • Tactics to convince Senior Leaders to engage

Lean project planning

    • A3s and how to maximise their effectiveness

Pillars and Platforms

Sustainable Lean

    • PDCA


23 to 27 February 2015


Cardiff Business School (Executive Education Centre), 

Colum Drive, Cardiff, CF10 3EU


£2,500 per delegate

Discounts are available for group bookings and the unemployed

How to Book

To book a place on this course, please contact

Linda Hellard, Executive Education Coordinator, Cardiff Business School

This e-mail address is being protected from spambots. You need JavaScript enabled to view it   Tel: (029) 2087 5723

or Click here to register

Course Brochure

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Lean Enterprise Research Centre
Cardiff Business School, Aberconway Building, Colum Drive, Cardiff CF10 3EU
The Lean Enterprise Research Centre is part of Cardiff University