英国精益生产大师培训教材(英文版)2(pdf-21).pdfVIP

An Action Plan for An Action Plan for Lean Services Lean Services A Presentation by James P. Womack President, Lean Enterprise Institute For Lean Service Summit Europe 2004 Amsterdam June 24, 2004 Lean Service Summit – Amsterdam, 23 June 2004 The Core of Lean Thinking The Core of Lean Thinking • All value is the result of a process. • A manager’s focal plane should be the value creating processes, rather than organizations and assets. Lean Service Summit – Amsterdam, 24 June 2004 The Types of Processes The Types of Processes • Some processes are primary, serving an external customer. Example: A transactional process such as processing an insurance claim or conveying a letter from mailer to receiver. • Some processes internal, to support the primary processes. Example: A hiring process to obtain the needed employees to process the insurance claim or collect, sort, and deliver letter mail. • Primary processes are easier to see, but support processes are equally necessary. Lean Service Summit – Amsterdam, 24 June 2004 The Nature of a Process The Nature of a Process • A process is a set of actions (steps), each of which must be accomplished properly in the proper sequence to create value for someone. Example: Receive the life insurance claim. Verify the data. Verify the death certificate. Calculate the amount of the pay out. Write the check. Send the chec