LEAN Service
A commmon misconception is that Lean only applies to manufacturing and whilst the Lean approach to manufacturing and production is extremely powerful, the same Lean principles equally apply in virtually any business context including:
- Service Delivery e.g. Call Centres, Customer Services Departments, IT Service Desks etc.
- Information processing e.g. Claims Processing, Billing Reconcilliation, Order Processing etc.
People
People represent an organisation’s largest asset and are often their largest investment,
yet are underutilised both in terms of their time, intellect and experience and are often
constrained by poor process design or lack of inclusion in the process. LMAC’s
application of Lean principles in the service environment supports your business to
capitalise on the productivity of your assets by working with your people to affect real
business change.
Process
Many processes in the service environment have either evolved over time or been poorly concieved. Thoughtful process design coupled with regular review ensure that optimum performance is achieved throughout the value stream.
Technology
Employing the right technology in the right circumstances ensures that information is delivered to the right people at the right time and with the right quality. Application of technology should compliment your people to free them up and become more responsive not make them slaves to the machine. LMAC’s background in delivering IT services ensures that the advice you receive is based on past experience.
Time
Time is a key factor in business efficiency. Time to market, time to respond to customers, time to process orders etc. all directly relate to cost and customer satisfaction. By understanding how the key elements of the business processes relate to time it is possible to implement changes that directly result in business efficiencies and continuous improvement.
Proven Experience
All of our Lean Service Conultants have proven experience in the implementation of the following:
Lean IT
- Software development
- Service Delivery
Lean Office
- Claims processing
- Billing Management
Lean Service Desk
- Implemented in the UK's second largest airline
For more detailed information please contact us.
