For many service processes, the actual lead-time experienced by the customer is 50-100X the amount of time spent actually working on the process. The rest of the time, the order – the customer – is waiting in a queue of some sort. Often, too, less than 20% of the total work time is spent doing work the customer would consider ‘value-added’. Together, this presents an enormous opportunity to transform your business by collapsing lead-time and eliminating waste through effective application of lean principles.
Service processes though, carry their own unique set of challenges and in many ways are more complex than other environments. We are experienced in identifying and overcoming these challenges through a solid understanding of your business combined with simple and effective tools.
Click below for information on some specific examples of successful Lean implementations in challenging service environments, or contact us to learn more.
