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Transform Technical and Service Organizations

It’s All About Supporting the Core Value Stream

I have illustrated throughout the article applications to service operations. Some of the specific, detailed tools of TPS may be harder to apply. It would not make sense, for example, for a lawyer to sit at his or her desk […]

Visual Control of Engineering at Genie Industries

A central issue for many service processes is controlling the process. Some successful kaizen workshops have focused on creating the system of tracking and controlling the process using visual controls. Genie Industries is an example of this. Genie makes many […]

A Northrop Grumman Ship Systems Service Process Kaizen Event

Northrop Grumman Ship Systems Ingalls shipyard in Mississippi began aggressively implementing lean in its operations areas in the summer of 2000. Since engineering is critical to shipbuilding, it soon expanded its transformation to lean to include engineering processes. The issue […]

Phase Two: The Kaizen Workshop

The session begins with a review of the scope of the process to be improved and a review of the objectives with the team. Some training is provided on basic lean concepts, particularly the concept of value added and non-value […]

Phase One: Preparation for the Workshop

There are five essential pre-workshop things to do to facilitate the flow of the workshop and effectively use participants’ time. Clearly define the scope. Determine the start point or trigger that begins the process and what the final deliverable product(s) […]

Canada Post Corporation: Lean in Repetitive Service Operations

Canada Post Corporation (CPC) is the equivalent of the U.S. Postal Service. It has a commercial mandate and leaders at this government-owned corporation operate with the same corporate governance as a private company. The profits are reinvested in the company […]

The Problem of Identifying Flow in Service Organizations

In technical and service organizations, people are sitting at desks, working at computers, walking about, sitting around conference rooms, and generally busy moving from task to task. It is very difficult to understand the workflow in the same way you […]

Using the Toyota Way to Transform Technical and Service Organizations

Applying the Toyota Production System outside the shop floor can be done, but this takes some creativity. Certainly, the basic principles can be applied to administrative processes. We sent some associates from our kaizen promotion office to dealers to help […]