Tapping and Shuker take their Value Stream Management Storyboard and apply its eight-step process in the context of a customer service case study based on an actual implementation. Value Stream Management for the Lean Office will provide you with a complete system for lean implementation in the office.

BONUS CD! Along with this book you receive a CD containing a lean assessment tool, a storyboard template, useful charts, a team charter, forms, reports, and worksheets!

Highlights include:

* A complete case study that highlights the applications of lean in an office environment

* A thorough overview of basic lean concepts

* Methods for identifying the administrative activities that need improvement

* The eight-step process for removing waste and reorganizing workflow for cost effective, efficient operations

* Guidelines and checklists to help direct and maintain lean improvements

* A comprehensive lean assessment tool for administrative areas

* Definitions of common lean terms and concepts

Table of Contents

Overview

Introduction

Step 1: Commit to Lean

Step 2: Choose the Value Stream

Step 3: Learn About Lean

Step 4: Map the Current State

Step 5: Identify Lean Metrics

Step 6 - Phase I: Map the Future State - Customer Demand

Step 6 - Phase II: Map the Future State - Continuous Flow

Step 6- Phase III: Map the Future State - Leveling

Step 7: Create Kaizen Plans

Step 8: Implement Kaizen Plans

Glossary

References

Index