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| Introduction | |
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| Endorsements | |
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| Organizing by Value Stream | |
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| Cross-Functional Teams Based on Value Stream | |
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| Defining Roles by Value Stream within a Department | |
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| Organizing Activities for Individuals by Value Stream | |
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| Summary | |
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| Creating Standard Work for Office and Service | |
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| Standard Work-What It Is and Its Purpose | |
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| Elements of Standard Work | |
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| The �What� | |
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| Key Points-The �How� and �Why� | |
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| Time and Timing | |
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| Visually Displaying Standard Work | |
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| Benefits | |
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| Steps to Creating Standard Work | |
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| Summary | |
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| Creating Flow in Office and Services | |
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| Approaches to Flow in Office and Services | |
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| Combining Activities | |
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| Continuous Flow Processing with Multiple Roles | |
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| Concurrent Processing | |
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| Designing Flow Systems for Office and Services | |
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| Identify Activities | |
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| Determine the Demand Rate | |
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| Determine Resource Requirements | |
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| Identify Roles and Responsibilities, including Standard Work | |
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| Determine Training and Cross-Training Needs | |
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| Develop Visual Management Techniques | |
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| Typical Results | |
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| Summary | |
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| Creating Level Pull in the Office | |
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| Forms of Pull Systems | |
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| Visibility of Queues | |
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| Establishing Limits on Queues | |
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| Establishing Decision Rules for the Queue | |
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| Using Visual Signals That Are Worker Managed | |
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| Leveling the System | |
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| Steps to Implement Pull Systems | |
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| Identify the Locations Where Queues Are Expected to Form | |
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| Identify Means to Provide Visibility | |
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| Establish Limits for the Queue | |
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| Define Rules for the Queue | |
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| Train People in the Pull System | |
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| Monitor the System for Effectiveness | |
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| Benefits of Office and Service Pull Systems | |
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| Summary | |
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| Establishing Visual Management in Office and Services | |
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| Background | |
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| Approaches to Visual Management | |
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| Elements of Visual Management | |
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| What Is the Purpose or Function of the Area? | |
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| What Activities Are Performed in the Area? | |
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| How Do People Know What To Do? | |
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| How Do They Know How To Do It? | |
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| How Do They Know How They Are Doing? | |
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| What Is Done If Performance Expectations Are Not Being Met? | |
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| Including Continuous Improvement in Visual Management | |
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| Summary | |
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| Lean Tools for Office and Services | |
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| Workplace Organization or 5S | |
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| Mistake Proofing | |
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| Terms and Definitions | |
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| Mistake Proofing Devices | |
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| Mistake Proofing Devices and Examples | |
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| Guide/Reference/Interference Device | |
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| Template/Checklist Devices | |
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| Light Contact Electrical Devices | |
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| Counter Devices | |
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| Odd-Part-Out Devices | |
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| Sequence Restriction Devices | |
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| Standardize and Solve Devices | |
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| Critical Condition Indicator Devices | |
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| Delivery Detection Devices | |
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| Stopper/Gate | |
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| Sensor Devices | |
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| Mistake Proof Your Mistake Proofing Device | |
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| Setup Reduction or Quick Changeover | |
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| Functional Applications of Lean | |
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| Sales and Marketing | |
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| Stability Issues with Sales and Marketing | |
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| Standardizing Sales and Marketing Processes | |
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| Making the Sales and Marketing Function Visible | |
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| Improving the Sales and Marketing Function | |
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| Purchasing | |
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| Stability Issues Relating to the Purchasing Function | |
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| Standardizing Purchasing Processes | |
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| Making the Purchasing Function Visual | |
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| Improving the Purchasing Function | |
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| Accounting | |
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| Stability Issues in the Accounting Function | |
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| Standardizing Accounting Processes | |
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| Making the Accounting Function Visual | |
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| Improving the Accounting Function | |
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| Customer Service | |
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| Stability Issues with Customer Service | |
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| Standardizing Customer Service Processes | |
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| Making Customer Service Visual | |
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| Improving the Customer Service Function | |
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| Human Resources | |
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| Stability Issues Relating to Human Resources | |
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| Standardizing HR Processes | |
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| Making the HR Function Visible | |
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| Improving the HR Function | |
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| Summary | |
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| Leading the Lean Organization | |
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| Driving Continuous Improvement (PDCA) | |
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| Mentoring | |
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| Going to the Gemba | |
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| Performance Measurement | |
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| Recognition | |
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| Summary | |
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| The Quality Toolbox | |
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| Forms | |
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| Index | |