<2019> Lean Service Course

Description

Reasons why you should participate this course:
In today’s competitive business environment, business leaders need to proactively and continuously improve the competitiveness of the entities that they are responsible for. All is easier said than done. In order to survive and excel, they need to able to apply appropriate tools to identify, diagnose, and solve problems better than their competitors.

Beyond doubt, the capability to improve service quality is the key success factor for most businesses. In this program, some effective and thought provoking lean service management approaches will be introduced.

The participants will benefit from learning how to review service dimensions from customer perspectives, to reveal the root causes to service-related problems, and to provide more and better services to targeted customers with less resources.

This course is designed for those who need to be responsible for the business results of their organizations.

PROFESSIONAL TUTOR:

Dr. Chan has over 20 years of industrial, training and consultancy experience in the field of business process improvement and quality management. He is Director of Quality, Safety, Security, Environmental in an international project management consultancy company and responsible for the development, implementation and maintenance of Quality Management System (complying to ISO9001: 2000) and establish Business Management System, Six Sigma and Quality Improvement Programs in Hong Kong and the Mainland China.

Besides, Dr. Chan has proven professional project coaching ability and training experience in Quality Assurance, Quality Engineering, Total Quality Management, Lean and Six Sigma, Strategic Management and has a highly successful track record in delivery of in-house training with the courses contents including Lean, Six Sigma Champion, Green Belts, Black Belts, Champion, QCC, TQM, Balanced Scorecard, ISO9001, for various companies.

(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)

GENERAL INFORMATION:
Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / TBC 
Medium: Cantonese supplemented with English materials

* Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

Objectives

LEAN SERVICE COURSE OUTLINE

Reviewing the unique features of service

• Kano’s approach to view service dimensions
• Techniques in measuring service standards
• Revealing service gaps through SERVQUAL
• Group discussion on service challenges 

Service vs. Production (SERVUCTION)

• Concept of Service Theater
• Charting service flow from customers’ perspective
• Service blueprint
• Identifying fail points in the service delivery

Eliminating wastes in service

• MBWA
• Types of wastes in service
• 5 whys to trace the root causes

Value Stream Mapping (VSM)

• What is VSM
• Deploying VSM in service sector
• Map the Value Stream – Current State
• Evaluate Current State and Identify Improvement Actions
• Map the Value Stream – Future State

Toyota’s A3 Problem Solving approach

• Plan, Do, Check, Act (PDCA cycle)
• Handling resistances

Audience

This course is designed for those General Manager, Operation Manager who are working in Service, Transactional and Customer Orientated sector.