INSERIRE LOGO CLIENTE GRANDE SERVICE FACTORY. A real office where to learn from experience

Transcription

1 INSERIRE LOGO CLIENTE GRANDE SERVICE FACTORY A real office where to learn from experience

2 WHAT IS THE SERVICE FACTORY? The Service Factory is a training workshop where you can learn how to improve efficiency in office environment through work experience made in a real context where office processes are simulated. The Service Factory turns to service companies which want to be: More efficient More flexible More reactive Leaner INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 2

3 LEARNING FROM EXPERIENCE The distinctive element of Service Factory is to start from the experience of office environment and verify how Lean approach and tools can help service companies to: improve customer satisfaction improve efficiency improve employee satisfaction INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 3

4 WHAT ARE THE SERVICE FACTORY GOALS? By attending the two-days workshop participants learn how to improve efficiency and customer satisfaction. We work on : individual performance processes performance. The key contents are: how to reduce waste how to standardize office activities how to reduce waiting time how to improve quality how to share information how to create a collaborative environment. INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 4

5 HOW DOES THE SERVICE FACTORY HELP TO INCREASE INDIVIDUAL PERFORMANCES? The workshop works on individual productivity by having participants experience MUDA (Japanese term that identifies waste) and understand how to remove them. Waste can be eliminated by adopting approaches, methodologies, tools such as: 5S - method for the optimization of labor standards OPL a description of the improvements implemented and made standard conditions Visual Management orientation to a 'visual management' for the simplification of coordination processes. INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 5

6 HOW DOES THE SERVICE FACTORY HELP TO IMPROVE PROCESS PERFORMANCES? During the workshop participants work on the efficiency of the processes and learn how to re-think the workflow in a Lean logic, by using the following methodologies and instruments: VSM method for mapping the process from the perspective of value One Piece Flow - solution for a rapid process throughput Line Balancing - method for having the workload levelled in the different stages of a process INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 6

7 WHAT IS THE TYPICAL PROFILE OF PARTICIPANTS? In the case of multi-client session the workshop is aimed at: Executives, Office Managers and Middle Managers Professional from the following areas: Organization, IT, Process Analysis, Quality. In the case of one-company dedicated sessions, the workshop is settled for working groups already working together or for groups of people who are going to work together. The single participant s profile is not relevant. INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 7

8 WHAT COMMITMENT IS REQUIRED? The workshop requires a commitment of two consecutive days. The workshop can get combined with a number of specialized modules for the development of core competencies in the office operations. E.g.: project management team and employees management performance measurement Building a Business Case INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 8

9 IS IT POSSIBLE TO USE THE SERVICE FACTORY TO REDESIGN A REAL PROCESS? The Workshop can also be used as a tool to redesign real processes. In this case, before holding the workshop a 'rapid assessment' is performed of the process that the company intends to improve. Later on, the process observed is replicated in the Service Factory. Participants are assigned the goal to have that process improved. INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 9

10 LEARNING IS EXPERICENCE. EVERYTHING ELSE IS JUST INFORMATION Albert Einstein INSERIRE LOGO CLIENTE SERVICE FACTORY - A real office where to learn from experience 10