Lean Management: Delivering High Quality Services with Speed and Control
(LEANM, Live Instructor-Led Training, 3 days)


Services matter and service delivery matters more. The rapid pace of change in the current business context requires organizations to be lean and adaptable. Your organization must be able to deliver high quality services with speed and control. This course will take you through the entire Lean Six Sigma process, review the fundamentals of change management, and using real-world case studies, outline concrete strategies and techniques to refine your business processes, while avoiding common pitfalls and risks.

Dates and Pricing

Jan 31 to Feb 2, 2018$1,499/person Feb 28 to Mar 2, 2018$1,499/person Mar 28 to Mar 30, 2018$1,499/person


Introduction and ROI benefits
Overview of Lean Management Principles
Lean Management and its applicability to services
How Lean Six Sigma can help to eliminate inefficiencies
Common mistakes in implementing Lean Management
A top-level view of transitioning to Lean Management in government
Getting to Higher Quality and Faster Delivery
The symbiosis of quality and speed
Delivering defect free services
Achieving speed at a low cost
Best practices and common mistakes
Communication is the key
Step 1: The Readiness Assessment
Overview of Change Management processes and best practices
Choosing the implementation group
Choosing the project champion
Determining the as-is: the baseline snapshot
Fleshing out the business case: defining the objective and the issue
The power grid: Identifying and engaging key influencers
Step II: Getting forward movement
Formulating an engagement strategy
Executing an engagement strategy
Clearing the path to success: Training, communication and engagement
Setting the rules of engagement
Setting up real world KPIs
Step III: Accelerating speed and maintaining momentum
Team formation and engagement
Creating a supporting infrastructure
Develop and execute training and education mechanisms
Identify and charter initial target projects
Reaching consensus and achieving success
Step IV: Control and performance measurement
KISSS: The Keep It Small and Simple Sweetheart principle
Risk Management: Planning ahead to anticipate problems
Avoiding the Big Bang Pitfall
Techniques for efficient process control
Techniques for efficient process measurement
Continuous Improvement: The important difference between result and indicators
Measuring progress against Key Performance Indicators (KPIs)
Putting it all together