Lean thinking, Design thinking, and Systems thinking for service and administration
Introduction:
Over the past five or so years there has been huge progress in the development of concepts to assist in better service and administration operations. These concepts have come from Lean thinking, Design thinking, Systems thinking and from services marketing, brain research, motivation studies, IT, and idea management. The challenge has been how to integrate these areas and adapt them to the numerous situations found in service and administration.
This course brings you up to date on developments and show how they can be applied in your organisation.
Who should attend?
- Anyone interested in improving service, office, and administration operations.
- Level: Middle to senior managers, consultants, administrators.
- Private sector service organisations, local government, health care, manufacturing ‘back office’.
- Examples: banks, call centres, field maintenance (any ‘break-fix’ operations), emergency services, office functions, design, administration, accounting, HR.
Prerequisites:
None, except a genuine interest in learning about new concepts and tools in service, administration, and office operations. Some knowledge of Lean is desirable.
Outcomes:
On completion, participants will:
- Have an in-depth understanding of Lean Thinking concepts, Design Thinking concepts, and Systems Thinking concepts as they relate to service and administration.
- Be able to select and use concepts and tools as appropriate to their particular service or administration situation.
- Have a good knowledge of problem solving and improvement tools that are relevant to service.
- Have experienced a number of games and simulations that they can apply in their own situations.
- Be amongst the first to receive a copy of the new edition of John Bicheno’s book on Service Systems.
Form:
The course uses an extensive range of case studies (long and short), simulation games, and participatory exercises. There will be significant discussion time to allow participants to learn from one another.
Teaching and material will be in English.
Instructor:
John Bicheno is a senior researcher at Lean Enterprise Research Centre, Cardiff Business School, where he since 1999 is director of MSc programs in Lean operations and in Lean Service.
He has extensive experience of working with organisations in the implementation of Lean.
John has been teaching Lean in Denmark, Belgium, Germany, South Africa, Australia, and USA.
For more information
Brochure
To order brochure click here.
Registration
You can contact effektivitet.dk on phone 7022 0004 for registration or you can click here.