The lean toolbox for service systems:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Buckingham
PICSIE Books
2008
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | VII, 294 S. |
| ISBN: | 9780954124441 0954124448 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Titel: The lean toolbox for service systems
Autor: Bicheno, John
Jahr: 2008
CONTENTS
How to Read this Book 1
ABOUT LEAN SERVICE AND THE TOOLBOX 2
PART 1: LEAN IN SERVICE 8
What is Lean Service? 8
Thoughts on Customers and Lean 17
Seddon s Six Stages of Check 20
Systems Thinking 26
Five Lean Principles, Lean Solutions, and Systems Questions 29
Value 33
Waste (Muda) 36
Ohno s Seven Wastes 38
The New Wastes 43
Seven Service Customer Wastes 45
Fourteen Office Wastes 46
Variability 49
Gemba and Learning to See 55
The Four Toyota Rules applied to Service 58
We are all Beginners at Lean Service 62
Concepts of Lean Service 63
The Lean Toolbox for Service Systems
PART 2: SERVICE MAPPING 68
A Service Mapping Framework 68
Overview of the Lean Service Approach 70
Level 1: System Considerations and Macro Maps 76
Level 2: Process Maps 90
Level 2: Interactive Mapping 115
Level 2: Custom Process Mapping 123
Level 2: System Design Mapping 135
Level 3: Detailed Mapping 145
PART 3: TOOLS FOR LEAN SERVICE 151
5S 151
Total Productive Administration, OEE, and OPE 158
Inventory (and Information Inventory) in Service 167
A Framework for Lean Service Quality 178
Kaizen and Knowledge Management 190
Kaizen Events 194
Standard Work and Standard Operating Procedures in Service 203
Control Charts for Service 210
The Opportunity Box and Transaction Box 216
A3 Problem Solving and Reports 220
Variation, Queues, and Perishability of Service 223
Capacity Management in Service 232
The Lean Toolbox for Service Systems vi
Heijunka in the Office 250
Layout, Spaghetti Diagrams, Touches 253
The Kano Model 262
Loyalty and Retention 265
Activity Sampling 271
Communications Board 272
The RATER Dimensions and Service Gaps 274
Mapping the Flow of Customer Feedback and Complaints 278
Goldratt Analysis: The Evaporating Cloud and Current Reality
Tree 279
Policy Deployment 282
The Lean Toolbox for Service Systems vii
|
| any_adam_object | 1 |
| author | Bicheno, John |
| author_GND | (DE-588)121554414 |
| author_facet | Bicheno, John |
| author_role | aut |
| author_sort | Bicheno, John |
| author_variant | j b jb |
| building | Verbundindex |
| bvnumber | BV039627496 |
| classification_rvk | QP 500 QP 542 |
| ctrlnum | (OCoLC)706945515 (DE-599)BVBBV039627496 |
| dewey-full | 658.56 658.515 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.56 658.515 |
| dewey-search | 658.56 658.515 |
| dewey-sort | 3658.56 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T00:07:45Z |
| institution | BVB |
| isbn | 9780954124441 0954124448 |
| language | English |
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| owner_facet | DE-M347 DE-860 |
| physical | VII, 294 S. |
| publishDate | 2008 |
| publishDateSearch | 2008 |
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| publisher | PICSIE Books |
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| spelling | Bicheno, John Verfasser (DE-588)121554414 aut The lean toolbox for service systems by John Bicheno Buckingham PICSIE Books 2008 VII, 294 S. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Management Lean Management Cost control Quality control Manufacturing LEAN PRODUCTION SERVICES OFFICE SYSTEMS Production management Organizational effectiveness Industrial efficiency Management Produktionssystem (DE-588)4138914-1 gnd rswk-swf Organisation (DE-588)4043774-7 gnd rswk-swf Lean Management (DE-588)4300840-9 gnd rswk-swf Effizienz (DE-588)4013585-8 gnd rswk-swf Fertigungssteuerung (DE-588)4113547-7 gnd rswk-swf Fertigungssteuerung Organisation Effizienz (DE-588)4006432-3 Bibliografie gnd-content Produktionssystem (DE-588)4138914-1 s Fertigungssteuerung (DE-588)4113547-7 s Organisation (DE-588)4043774-7 s Effizienz (DE-588)4013585-8 s Lean Management (DE-588)4300840-9 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024477727&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bicheno, John The lean toolbox for service systems Management Lean Management Cost control Quality control Manufacturing LEAN PRODUCTION SERVICES OFFICE SYSTEMS Production management Organizational effectiveness Industrial efficiency Management Produktionssystem (DE-588)4138914-1 gnd Organisation (DE-588)4043774-7 gnd Lean Management (DE-588)4300840-9 gnd Effizienz (DE-588)4013585-8 gnd Fertigungssteuerung (DE-588)4113547-7 gnd |
| subject_GND | (DE-588)4138914-1 (DE-588)4043774-7 (DE-588)4300840-9 (DE-588)4013585-8 (DE-588)4113547-7 (DE-588)4006432-3 |
| title | The lean toolbox for service systems |
| title_auth | The lean toolbox for service systems |
| title_exact_search | The lean toolbox for service systems |
| title_full | The lean toolbox for service systems by John Bicheno |
| title_fullStr | The lean toolbox for service systems by John Bicheno |
| title_full_unstemmed | The lean toolbox for service systems by John Bicheno |
| title_short | The lean toolbox for service systems |
| title_sort | the lean toolbox for service systems |
| topic | Management Lean Management Cost control Quality control Manufacturing LEAN PRODUCTION SERVICES OFFICE SYSTEMS Production management Organizational effectiveness Industrial efficiency Management Produktionssystem (DE-588)4138914-1 gnd Organisation (DE-588)4043774-7 gnd Lean Management (DE-588)4300840-9 gnd Effizienz (DE-588)4013585-8 gnd Fertigungssteuerung (DE-588)4113547-7 gnd |
| topic_facet | Management Lean Management Cost control Quality control Manufacturing LEAN PRODUCTION SERVICES OFFICE SYSTEMS Production management Organizational effectiveness Industrial efficiency Management Produktionssystem Organisation Effizienz Fertigungssteuerung Bibliografie |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024477727&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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