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Service industry Public Educational Events

Lean for Service Processes Certificate - COLUMBUS, OH

A 5-day fully-accredited program

Provide an understanding of the foundational Lean techniques specifically designed for application in a service organization or manufacturing service environment. Designed for service and administrative managers looking to start a Lean effort in their organization.

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PROGRAM DESCRIPTION

Learn the Lean fundamentals, techniques needed to make information flow, create better customer experiences and reduce your administrative costs.

The Lean for Service Processes Certificate Program is a 5-day fully-accredited program designed to start you on the path to continuous improvement! Learn how to eliminate backlogs, failure demand (rework) and other inefficiencies while improving customer service and employee satisfaction!

Change your Business Before Someone Else Does… 

Productivity has spent the last 30+ years helping organizations change their status quo with the implementation of Lean techniques. We have seen firsthand the benefits Lean brings to an organization like yours, in customer service, HR, accounting, sales and marketing, product and service operations, and more.

Becoming a Lean company will speed your time to market. Lean will also provide increases in capacity, quality and employee satisfaction, eliminate non-value-added activities, and reduce downtime and waste.

This Lean for Service Processes program is specifically designed to teach you the fundamental techniques needed to start a Lean effort in your administrative environment. In just 5 days you’ll learn 9 foundational Lean techniques and how they fit together to create a systemic process for identifying and eliminating service inefficiencies and process waste.

Designed for service and administrative managers looking to start a Lean effort in their organization.


PROGRAM OBJECTIVES

Discover how Lean can help:

  • Continuously improve customer satisfaction by improving quality at the source and reducing lead-time for your customers.
  • Systemically and repeatedly identify process inefficiencies so they can be reviewed and eliminated.
  • Eliminate back-logs and failure demand – the work created when a task is not carried out correctly the first time.
  • Reduce absenteeism and turnover by creating more value-added work.
  • Make processes visible so everyone can monitor daily progress to achieve improvement goals.
  • Increase process capacity so more value-adding work can be performed with existing resources.

BENEFITS OF ATTENDING

You will understand how these principles apply to your department and processes and how you can develop your “leadership legacy” through the implementation of these Lean techniques.

Upon completion of this 5-day program, you will be awarded the Lean for Service Processes Certificate and earn 4 Continuing Education Units from The Ohio State University.


Imagine what you could do if you had 65% more capacity…

What is your failure-demand percentage? Failure Demand is the work that is created
when a task is not done correctly the first time. And, in most administrative environments, associates are spending as much as 65% of their time working on failure demand…
all non-value-added activity.


PROGRAM CURRICULUM

Monday 8am-5pm

  • Lean and the Customer Experience
  • High Level Process Mapping – SIPOC
  • Value Demand and Failure Demand
  • Learning to see Waste

Tuesday 8am – 5pm

  • Value Stream Mapping for Value Stream Management

Wednesday 8am – 5pm

  • Workplace & System Organization: 5S’s, Visual Standards
    and Standardized Work for Process Stability
  • Visual Flow Management

Thursday 8am – 5pm

  • Performance Management – KPI’s, creating dashboards
  • Team-Based Problem-Solving and A3

Friday 8am – 12pm

  • Week in Review
  • Taking it Back Home: Outlining Your Implementation Roadmap

Full curriculum is available in the event brochure.*


ABOUT YOUR HOSTS

PRODUCTIVITY INC.

Productivity Inc. is a leading consulting and training firm that helps organizations build new capabilities, save money, and grow. We focus on three progressive strategies: Operational Excellence, Innovation Systems and Leadership Development.

Working together, these strategies provide the means to continually refresh a company’s value proposition while making the organizational changes needed for daily improvement and sustainable growth.

We pioneered the implementation of Lean and TPM methodologies in manufacturing in the late 1970s. Since then, we have extended these methodologies across a wide range of industries, including healthcare, finance, and other service industries.

Today, our time-tested management system, motion™ provides organizations with:

  • a uniquely comprehensive approach to implementing Lean across an entire enterprise, incorporating assessment, leadership, and business renewal.
  • a robust process for innovation to develop an organization-wide capability to create new forms of value – reliably, predictably, repeatedly.

More than simply a Lean consulting firm, Productivity Inc. can provide you with a variety of methodologies to keep your enterprise in motion™.

 

THE OHIO STATE UNIVERSITY’S FISHER COLLEGE OF BUSINESS

Since 1916, The Ohio State University’s Fisher College of Business has produced exceptional leaders who meet the challenges of a changing global business environment through creative and effective solutions. As a result, Fisher’s reputation continues to rise and is reflected in rankings which place the college among the top 15 Business Schools in the nation at the undergraduate and graduate levels of public universities.

Today, Fisher College of Business Executive Education continues to provide growth opportunities to business professionals seeking to increase their knowledge, insights and intuition. Their executive-level degree programs are comprehensive, integrative and examine today’s issues from every angle to give you a total business perspective.

www.cob.ohio-state.edu


ACCOMMODATIONS

A block of rooms is being held for Productivity Inc. LSPC attendees at The Blackwell Hotel on The Ohio State University campus. Address: 2110 Tuttle Park Place, Columbus, Ohio 43210.

Productivity Inc. attendees receive a reduced rate of $145.00 per night, single or double occupancy. Rate includes hot buffet breakfast. Please call 614.247.4000 or toll-free 866.247.4003 for reservations, and identify yourself as a Productivity Inc. Lean for Service Processes Certificate program attendee. The special rate will be available until four weeks prior to the event; after this date the hotel cannot guarantee availability.

For more information on The Blackwell Hotel, please visit www.theblackwell.com. The hotel is approximately 8 miles from the Columbus International Airport.

www.theblackwell.com


Cancellation Policy

Prior to the start of the program, registrations may be transferred to another colleague without charge. To be considered for a refund, we must receive notification of cancellation in writing no later than 30 days prior to the event. Cancellations received within 30 days of the start of the program are subject to the full registration fee and this money will be held on account for up to one year for use at a future workshop or conference. Cancellations received within 10 business days of the start of a program will be assessed a fee equal to 20% of the registration fee; the remainder of the fee will be held on account for up to one year for use at a future workshop or conference. If no notification of cancellation is provided, registration fees will be forfeited. There is a $200.00 processing fee for all cancellations. No refunds or credits will be issued once a program is underway.