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Every customer contact
is a moment of truth.
Build your customer loyalty.

We must continually improve the customer experience.

Lean Management for Service Industries

We know from our experiences that translating and synthesizing lean management principles is a major challenge in the service environment. Yet, for nearly forty years we have been successfully assisting our clients in applying lean methods to improve customer service, increase productivity, manage risk, increase employee satisfaction and improve profitability.

We help you solve your problems and achieve your goals through a wide-array of improvement methodologies ranging from development and deployment of a customized improvement plan to targeted consulting, education, management coaching and project facilitation.

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Featured Insights

Lean in all service environments for business performance improvement

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Managing Complexity at a Major Insurance Broker

This affinity insurance broker manages policies for 100+ global brands, with millions of new insurance contracts annually covering policyholders in 10+ countries. Its banking, telecommunications, manufacturing, and retail clients offer their...

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Lean in Research and Development

Operational excellence in Research Centers means generating efficiency for innovation, creativity for development breakthroughs and corporate momentum to attract and nurture the best talents.

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Lean for Service Processes Certificate – COLUMBUS, OH

2019 Spring Session - April 15-19 – 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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Lean in Manufacturing Support Services

In both Manufacturing and Service environments, overall company performance is linked to the organization’s ability to establish cross functional processes that run smoothly and effectively for the customer and for the organization.

To accomplish this, it is necessary to...

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#3 White Paper

Lean Practices Support Innovation

To consistently drive top-line growth, leaders must commit to a disciplined and creative focus on meeting today’s market challenges while strengthening capabilities for future competitive mastery. It’s a matter of keeping the core business running optimally without losing sight of what’s on the horizon—and being prepared for and open to “creative destruction.”

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Lean in Information Systems

Information systems are the backbone of production processes, their efficiency determines the efficiency of corporate processes. It’s no secret that IT plays a critical role in the overall success of your organization. That makes sense...

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