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Is Lean Implementation Important in Non-manufacturing Organizations?

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  • #55638

    Most of the times I hear Lean manufacturing or Lean implementation in manufacturing companies, but I have a question that why Lean implementation is not heard in service organizations? Is lean implementation mostly important only for manufacturing?

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    #200877

    Katie Barry
    Keymaster

    Akash If you search the website you will find many examples of Lean applied outside of manufacturing.

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    #200878

    of course it can be apply on service sectors.

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    #200921

    Thank you for your reply. I have searched regarding this but one question i would like to know answer for is, Which tool shall be more useful for knowing the unseen problems. Here in service organization most of the processes are invisible unlike in manufacturing the cutting material wastes that are visible which makes easy to select a tool for that problem, but as in service organization it is invisible so that also makes problems invisible. Value Stream mapping is the one that was recommended for identifying process and problems. Other than that which tool would be more effective for figuring out and fixing the problems?

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    #200926

    MBBinWI
    Participant

    Spaghetti diagram, queue analysis would be primary, in my humble opinion.

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    #200929

    Chris Seider
    Participant

    Lean principles are very important for non-manufacturing processes. Have you ever been curious about the inefficiencies while waiting for a drivers license, or an error on your cell phone bill, etc.–they are non manufacturing.

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    #200931

    Mike Carnell
    Participant

    @KatieBerry This one you have to know that there was absolutely zero effort put into a search. You could have a great little business teaching people to figure stuff out for themselves as opposed to getting advice from people they don’t even know.

    As much as I hate to answer a question like this there is a commercial I love from National Rental Car that is perfect. They make a joke about a man being a control freak to tell about the Emerald Aisle where you don’t have to go through the tedious process that is typical to rent a car. You get off your plane walk to the emerald aisle get in a car and go. Two things here. From a Lean standpoint there was no value add at the counter and is was exactly what most business travelers did not want to do (until you make an example of the ad then all of a sudden everybody wants interaction – BS I do not want to spend time renting a car and having a nice chat with someone I will never see again the rest of my life – get me out so I can get to the hotel and relax). The second thing is that with less agents to can hire better people for more money so when their is an issue you don’t get the newest Millennial response “I don’t like how you make me feel.”

    Here is the interesting part. There is a ton of data that says efficiency of processes like this and checkin at hotels is exactly what most business travelers want. That fits perfectly with lean. If you understand Lean which it appears you do not and you understand your customers you would realize this question really is pretty worthless.

    Just my opinion.

    https://www.youtube.com/watch?v=MYVcJjIxEig

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    #200934

    Chris Seider
    Participant

    @mike-carnell

    Frankly, I think MOST people want their product/service without HAVING to talk to folks. Most do want a PERSON if there’s a problem since AI hasn’t worked yet.

    You’re in the majority about liking National’s service. :)

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    #200936

    Mike Carnell
    Participant

    @cseider The Linkedin conversations were with some High B’s (predictive index) who like to talk so of course they didn’t like the commercial. You wonder just how much they want to talk after they have been traveling all day. But the interesting part is there was a guy who was a Lean guy in the conversation who “liked the interaction.” You have to wonder just how good he is at lean if he cannot recognize the efficiency of the National system.

    When things go south and you need some help then you want good help. People with customer service skills and some authority to make decisions. When you have less labor because you have an efficient process you can pay enough to get those kinds of people.

    How can you actually be in a service level business and not understand the advantages of lean? I don’t get it.

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    #200944

    MBBinWI
    Participant

    @Mike-Carnell – because most “service” people thrive on person to person interaction, instead of satisfying the customer as easily/quickly as possible.

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    #200946

    Mike Carnell
    Participant

    @MBBinWI Never thought about it like that but for sure. That High B (social factor in PI) wants the social action regardless.

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