The Lean Office : Collected Practices and Cases is a compilation of articles previously published in our monthly newsletter, Lean Manufacturing Advisor. These articles discuss lean implementations in non-manufacturing operations, from design to processing invoices to customer service. Most articles are written in the form of case studies.
Highlights include :
• Practical, in-depth description of lean implementation, written in a conversational, easy-to-read style.
• Case studies unavailable from any other single source.
• Responds to your desire for real-world lean office information.
• Articles categorized in three areas, which makes it easy to track down the type of information desired.
Introduction
Part 1 : Focusing on the Customer
Chapter 1 : New Toyota Center Seeking to Make Sales and Marketing Lean
Chapter 2 : Transforming a Service Firm
Chapter 3 : Revamping Design Process Increase Speed and Quality
Chapter 4 : Call Center's Transformation Produces Award for Service
Chapter 5 : New Restaurant Owner Sees His Future in a Lean Lunch
Part 2 : Improving Flow
Chapter 6 : Ambulance Office Responds to Calls for Improvement
Chapter 7 : Whether Office or Factory, the Same Principles Apply
Chapter 8 : Neither Culture Nor Equipment Stops Postal Transformation
Chapter 9 : Builders Seek to Demolish Inefficiency
Part 3 : Taking the Right Steps
Chapter 10 : First Steps to Making Your Office Lean
Chapter 11 : 5S Techniques Can Clean Up the Hard Drive of a Computer
Chapter 12 : Simple, Early Wins Help Build Support for Office Lean Efforts
Chapter 13 : Tips for White Collar Kaizens
Chapter 14 : Invoicing and Receiving Receive the Kaizen Treatment
Chapter 15 : Delphi Lean Strategy Evolves to Go Beyond the Shop Floor
Chapter 16 : Improving Flow in an Office Setting
Chapter 17 : Spreadsheet and Data Are Tools in Quest for the Lean Office
Chapter 18 : Publisher Makes Key Concepts a Daily Part of Its Newspapers
Citations
Index
