Service Process Improvement - Spring 2022 - COLUMBUS, OH
June 6-10 – 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.Register Now Brochure Faxable registration
Your safety is our priority! We are following evolving best practices and CDC guidelines for physical gatherings including: meeting in larger rooms, limiting attendance to each event, setting physical distance in all meeting rooms, providing contactless food service, cleaning meeting facilities throughout the day, and following all facility protocols. We will update as necessary to ensure the safety of all. These will be outlined in your registration confirmation packet.
Learn the Lean fundamentals, techniques needed to make information flow, create better customer experiences and reduce your administrative costs.
The Service Process Improvement 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.
The Service Process Improvement 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.
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 Service Process Improvement 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.
- 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
WHAT PAST ATTENDEES ARE SAYING…
“I loved it. It more than [met} my expectations.”
Laura V – Chief Growth Officer – MITEC
“Excellent course; thorough, applicable and timely.”
Ngan L – IT Business Analyst – ADS Inc.
“[The instructor,] Catherine was great. She was insightful, open, helpful, and you can tell she really cares.”
Christine D – VP Operations – ADS Inc.
“[A} very important subject for executives who want to improve the customer experience and operational efficiencies.” “Very positive and engaging, we all truly enjoyed the week, great course.”
Craig C – Vice President Information Technology – ADS Inc.
“Very interactive; easy to understand concepts; great examples. [The instructor,] Catherine was very patient and knowledgeable. She was able to engage the group and make concepts easy to understand.”
Faith K – Administrative Director – OSU Comprehensive Cancer Center
ABOUT YOUR HOSTS
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.
A block of rooms is being held for Productivity Inc. SPI 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. Service Process Improvement 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.
Service Process Improvement Program – Columbus, OH
Spring Session 2022 – June 6-10, 2022
Printed Registration form
Call us: 1-800-966-5423 or 203-225-0451