Process Improvement in Financial, IT and Administration Services
Lean Service & Business Process Improvement

Goals of the Training

  • Use experience-based training to demonstrate methods how to increase process efficiency in services, with a focus on finances, business processes, IT, telecommunications and other services where the “office” processes are stronger. 
  • Through simulations show the benefits of applying methods for improving service processes and their impact on cooperation with internal and external customers, and removing barriers between company departments.
  • Show opportunities for process improvement, which are often hidden due to “operational blindness”, and examine possibilities to apply them in participants’ context.


What is the Difference?

  • Why is it necessary to make processes more effective? Where are the biggest opportunities?
  • What are the differences in process improvement methods in services and in production?
  • Simulation of the work in a company with a focus on service processes (first round).
  • Evaluation of opportunities for process improvement.

Mapping of Current State and Setting the Processes

  • Process Map. Process effectiveness measurement.
  • Quality of carried activities in projects and processes.
  • What brings value? Value Stream Mapping (VSM).

Tools for Improving Process Efficiency

Lean Implementation in Existing Processes, Waste Elimination (second round of simulation)

  • Waste in service processes.
  • Analysis: which processes add value? Analysis of waste and its elimination.
  • Process effectiveness and its measurement. Proposal for future (TO BE) state without waste.
  • Organization of workplace. Visualization.
  • Setting up processes based on the map of future (TO BE) state.

Conclusion and Application in Participants’ Context

  • Summary of “best practices” for service processes.
  • Development of improvement plan by participants, within their area of competence.