The Lean Toolbox for Service Systems

Lean-konsepti leviää voimakkaasti palvelusektorille. Lean Toolbox for Service Systems on ensimmäinen Lean-kirja, joka käsittelee kokonaisvaltaisesti Lean-työkaluja palvelun ja hallinnon alueille. Kirja perustuu usean vuoden perusteellisiin tutkimuksiin Leanin soveltamisesta palveluun. Kirja täydentää Lean Toolbox - a handbook for lean transformation -kirjan sisältöä.

Sisältö (pääosat ja niiden sisältö):

Part 1: Lean in service
- What is Lean in Service?
- Thoughts on Customer and Lean
- Seddon’s Six Stages of ”Check”
- System Thinking
- Five Lean Principles, Lean sSolutions and Systems Questions
- Value
- Waste (Muda)
- Ohno¨s Seven Wastes
- Seven Service Customer Wastes
- Fourteen Office Wastes
- Variability
- Gemba and learning See
- The Four Toyota Rules applied to service
- We are all Beginners at Lean Service
- Concepts of Lean Service

Part 2: Service Mapping
- A Service Mapping Framework
- Overview of the Lean Service Approach
- Level 1: System Considerations and Macro Maps
- Level 2: Process Maps
- Level 2: Interactive Mapping
- Level 2: Custom Process Mapping
- Level 2: System Design Mapping
- Level 3: Detailed Mapping

Part 3: Tools for Lean service
- 5S
- Total Productivity Administration, OEE and OPE
- A Framework for Lean Service Quality
- Kaizen and Knowledge Management
- Kaizen Events
- Standard Work and Standard Operating Procedures in Service
- Control Charts for Service
- The opportunity Box and Transaction Box
- A3 Problem Solving and Reports
- Variation, Queues, and Perishability of Service
- Capacity management in Service
- Heijunka in the Office
- Layout, Spaghetti Diagrams, Touches
- Kano Model
- Loyalty and Retention
- Activity Sampling
- Communications Board
- The RATER Dimensions and Service Gaps
- Mapping the Flow of Customer Feedback and Complaints
- Goldratt Analysis: The Evaporating Cloud and Current Reality Tree
- Policy Development