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Our experience in Service Industries

Short Term Improvements with a Long Term Perspective…
For over 38 years, we have provided consulting and training services to organizations to help them improve.

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.

Our proven process of knowledge transfer ensures that ownership of the continuous improvement process remains with our clients. Whether your goal is simply to achieve lean customer service or the deployment of lean throughout your entire organization; we can help you to achieve your strategic goals. Our implementation experience has allowed us to develop a wide array of interventions focused specifically for “Lean for Service Industry” clients.


Productivity has a Value Proposition specifically designed for Lean service environments.

In 1979, Productivity trainers and consultants were the first to introduce the principles of the Toyota Production System and implement Lean methodologies in the U.S. mentored by those individuals known today as “the fathers of the Toyota Production System”.

As a result, the Productivity consultants have developed experience and expertise in implementing the foundations of a very effective production system, based on flow management, scheduling, and equipment and process reliability, and in engaging people in a new vision and way of working, all connected to a dynamic management system and operational excellence strategy.

This experience has given us the ability to understand the overall factors of a successful organization. In 2004, we progressively started applying the key principles of operational excellence to Service environments, helping organizations to create effective operations and to build processes focused at constantly improving the customer experience.

Today, we have taken our experience in implementing Lean to Service Industry organizations and created a practice entirely focused at supporting Lean transformation in the service industry and support services: Call Centers, Banking and Insurance (front office, and back office operations), Customer Service centers, Biotechnology, R&D, HR, Laboratories, Quality, Development, Marketing, Finance, Purchasing, Healthcare environments…

Our mission is to support Service Organizations in their competitive transformation by engaging people in improving, simplifying and rethinking their processes for a better customer experience, increased productivity and an eye toward strategic innovation.

Our Services include:

  • Assistance to organizational leadership in the definition of strategic priorities and in the design of an operational excellence strategy.
  • Policy and strategy deployment.
  • Training and education in Operational Excellence approaches.
  • Project management and facilitation for process improvement in operations and in support services.
  • Development of a Lean Management System.
  • Leadership coaching.
  • Auditing and system assessment.
  • Strategy innovation.

Organizations employing these practices will achieve an energized workplace, a new company culture based on visionary, effective and innovative leadership, process and performance visibility, a no blame environment and a drastic improvement in customer satisfaction (NPS score). This, in turn, will result in significant productivity gains, improvement in margins and overall organizational growth.

BETTER – QUICKER – CUSTOMER SATISFACTION – COST EFFECTIVE – EMPLOYEE SATISFACTION

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