• Acquire lean management skills and practice them in typical service operations environments – mortgage processing, sales in a bank branch, insurance department
  • Learn how to improve service processes by eliminating waste, structuring time, optimizing customer interactions, mastering performance management, coaching and developing staff
  • Understand how to apply universal lean principles and techniques such as process observation, performance management, value stream mapping and multi-moment analysis

Your capability building journey

Starting from a non-optimized setup including waste and inefficiencies, you will actively:

  • simulate in role plays the typical day-to-day work & experience different perspectives
  • identify weaknesses and waste by applying lean techniques
  • design and implement the future state in breakouts
  • coach and develop employees through performance dialogues

Operations experts will provide individual coaching for you to quickly identify how to transfer your new skills to your company, to accelerate roll-out and sustain improvements.