Lean Six Sigma for the Office: Integrating Customer Experience for Enhanced Productivity

The integration of manufacturing methodologies into the office environment has been challenging, but standardized protocols have been shown to reduce cycle time and transactional cost, improve quality, and simplify operations. Lean Six Sigma for the Office provides practical modifications for offices involved with global operations, using Kaizen and Six Sigma concepts, Lean manufacturing principles, and over 140 figures and tables. It emphasizes the importance of strategic alignment of Kaizen events and organizational culture on process improvement activities. The 2nd edition provides insight into new tools and methods for improving customer experience and increasing productivity in high-transaction processes across complex information technology ecosystems.

Format: Hardback
Length: 344 pages
Publication date: 23 March 2021
Publisher: Taylor & Francis Ltd

Historically, integrating manufacturing methodologies into the office environment has posed significant challenges. Part of the difficulty arises from the global dispersion of process workflows, which heavily relies on information technology. However, in complex service systems that involve a mix of employees, consultants, and technology, standardized protocols have demonstrated their effectiveness in reducing cycle time, transactional costs, and improving quality. The successful application of Lean methodologies to enhance process workflows is a highly efficient approach to streamline operations and minimize errors.

In Lean Six Sigma for the Office, renowned Six Sigma expert James Martin offers practical modifications that can be implemented in offices, particularly those involved in global operations. Drawing upon concepts from Kaizen and Six Sigma, as well as Lean manufacturing principles, this book provides managers with valuable insights on how to enhance operational efficiency and elevate customer satisfaction.

The author brings a wealth of experience from applying these methodologies across various industries, resulting in a comprehensive and hands-on reference for the office environment. Through a detailed sequence of activities, encompassing over 140 figures, tables, checklists, and evaluation tools, the author illustrates how to achieve rapid improvement in office operations and eliminate non-value-adding tasks through value stream mapping (VSM). The book also underscores the significance of strategic alignment of Kaizen events and the impact of organizational culture on process improvement endeavors. Later chapters in the book delve into key elements of a change model in the context of transitional improvements, specifically relating to the process owner and local work team.

By applying the principles and methodologies outlined in this book, organizations can unlock the full potential of their office operations, streamline processes, and drive sustainable growth. Lean Six Sigma for the Office serves as a valuable resource for managers, executives, and professionals seeking to optimize their office operations and achieve operational excellence.

Weight: 668g
Dimension: 236 x 254 x 28 (mm)
ISBN-13: 9780367503277
Edition number: 2 New edition