Lean office and service simplified: the definitive how-to guide
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boca Raton, Fla. [u.a.]
CRC Press
2011
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVII, 176 S. graph. Darst. 26 cm |
| ISBN: | 9781439820315 1439820317 |
Staff View
MARC
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| 100 | 1 | |a Locher, Drew A. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Lean office and service simplified |b the definitive how-to guide |c Drew Locher |
| 264 | 1 | |a Boca Raton, Fla. [u.a.] |b CRC Press |c 2011 | |
| 300 | |a XVII, 176 S. |b graph. Darst. |c 26 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Organizational effectiveness | |
| 650 | 4 | |a Office management | |
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Record in the Search Index
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|---|---|
| DE-BY-FWS_call_number | 1000/QP 344 L812 |
| DE-BY-FWS_katkey | 547003 |
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| adam_text | Contents
Endorsements.....................................................ii
Introduction.....................................................xi
1 Organizing by Value Stream....................................1
Cross-Functional Teams Based on Value Stream..................3
Defining Roles by Value Stream within a Department.......4
Organizing Activities for Individuals by Value Stream.........6
Summary.......................................................7
2 Creating Standard Work for Office and Service.................9
Standard Work—What It Is and Its Purpose.....................10
Elements of Standard Work....................................12
The “What”..............................................12
Key Points—The “How” and “Why”..........................12
Time and Timing.........................................13
Visually Displaying Standard Work............................14
Benefits................................................16
Steps to Creating Standard Work.........................17
Summary......................................................19
3 Creating Flow in Office and Services.........................21
Approaches to Flow in Office and Services....................22
Combining Activities....................................23
Continuous Flow Processing with Multiple Roles..........23
Concurrent Processing...................................28
Designing Flow Systems for Office and Services...............29
Identify Activities.....................................30
Determine the Demand Rate...............................30
Determine Resource Requirements.........................32
Identify Roles and Responsibilities, including Standard Work.34
vii
viii o Contents
Determine Training and Cross-Training Needs..................36
Develop Visual Management Techniques.........................37
Typical Results..................................................38
Summary..........................................................39
4 Creating Level Pull in the Office...............................41
Forms of Pull Systems............................................42
Visibility of Queues.............................................45
Establishing Limits on Queues....................................46
Establishing Decision Rules for the Queue.......................48
Using Visual Signals That Are Worker Managed....................50
Leveling the System..............................................52
Steps to Implement Pull Systems..................................54
Step 1: Identify the Locations Where Queues Are Expected
to Form......................................................55
Step 2: Identify Means to Provide Visibility................55
Step 3: Establish Limits for the Queue......................56
Step 4: Define Rules for the Queue...........................57
Step 5: Train People in the Pull System.....................57
Step 6: Monitor the System for Effectiveness.................57
Benefits of Office and Service Pull Systems......................58
Summary..........................................................60
5 Establishing Visual Management in Office and Services............61
Background.......................................................61
Approaches to Visual Management..................................63
Elements of Visual Management................................... 64
What Is the Purpose or Function of the Area?................65
What Activities Are Performed in the Area?...................65
How Do People Know What To Do?...............................66
How Do They Know How To Do It?...............................68
How Do They Know How They Are Doing?.........................69
What Is Done If Performance Expectations Are Not
Being Met?...................................................71
Including Continuous Improvement in Visual Management............72
Summary..........................................................73
6 Lean Tools for Office and Services...............................75
Workplace Organization or 5S.....................................76
Mistake Proofing.................................................84
Contents ■ ix
Terms and Definitions.........................................86
Mistake Proofing Devices......................................86
Mistake Proofing Devices and Examples.........................88
Guide/Refe rence/Interference Device......................88
Template/Checklist Devices................................88
Light Contact Electrical Devices..........................88
Counter Devices...........................................89
Odd-Part-Out Devices......................................89
Sequence Restriction Devices..............................90
Standardize and Solve Devices.............................90
Critical Condition Indicator Devices......................91
Delivery Detection Devices................................91
Stopper/Gate..............................................92
Sensor Devices............................................93
Mistake Proof Your Mistake Proofing Device................93
Setup Reduction or Quick Changeover...............................93
7 Functional Applications of Lean....................................97
Sales and Marketing...............................................98
Stability Issues with Sales and Marketing.....................99
Standardizing Sales and Marketing Processes..................100
Making the Sales and Marketing Function Visible..............102
Improving the Sales and Marketing Function...................103
Purchasing.......................................................105
Stability Issues Relating to the Purchasing Function.........106
Standardizing Purchasing Processes...........................107
Making the Purchasing Function Visual........................108
Improving the Purchasing Function............................109
Accounting.......................................................109
Stability Issues in the Accounting Function..................110
Standardizing Accounting Processes...........................110
Making the Accounting Function Visual........................114
Improving the Accounting Function............................115
Customer Service.................................................116
Stability Issues with Customer Service.......................116
Standardizing Customer Service Processes.....................118
Making Customer Service Visual...............................119
Improving the Customer Service Function......................120
x n Contents
Human Resources.............................................122
Stability Issues Relating to Human Resources............123
Standardizing HR Processes..............................124
Making the HR Function Visible..........................125
Improving the HR Function...............................126
Summary.....................................................128
8 Leading the Lean Organization................................129
Driving Continuous Improvement (PDCA).......................131
Mentoring...................................................134
Going to the Gemba..........................................138
Performance Measurement.....................................139
Recognition.................................................141
Summary.....................................................141
The Quality Toolbox..............................................143
Forms............................................................149
Index............................................................163
|
| any_adam_object | 1 |
| author | Locher, Drew A. |
| author_facet | Locher, Drew A. |
| author_role | aut |
| author_sort | Locher, Drew A. |
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| building | Verbundindex |
| bvnumber | BV040312682 |
| callnumber-first | H - Social Science |
| callnumber-label | HD58 |
| callnumber-raw | HD58.9 HD58.9 .L634 2011 |
| callnumber-search | HD58.9 HD58.9 .L634 2011 |
| callnumber-sort | HD 258.9 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QP 344 QP 360 |
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| dewey-full | 651 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 651 - Office services |
| dewey-raw | 651 |
| dewey-search | 651 |
| dewey-sort | 3651 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV040312682 |
| illustrated | Illustrated |
| indexdate | 2025-02-20T06:44:16Z |
| institution | BVB |
| isbn | 9781439820315 1439820317 |
| language | English |
| lccn | 2011282516 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-025167441 |
| oclc_num | 746310233 |
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| owner | DE-355 DE-BY-UBR DE-863 DE-BY-FWS DE-860 |
| owner_facet | DE-355 DE-BY-UBR DE-863 DE-BY-FWS DE-860 |
| physical | XVII, 176 S. graph. Darst. 26 cm |
| publishDate | 2011 |
| publishDateSearch | 2011 |
| publishDateSort | 2011 |
| publisher | CRC Press |
| record_format | marc |
| spellingShingle | Locher, Drew A. Lean office and service simplified the definitive how-to guide Organizational effectiveness Office management Lean manufacturing Büroorganisation (DE-588)4008827-3 gnd Lean Management (DE-588)4300840-9 gnd |
| subject_GND | (DE-588)4008827-3 (DE-588)4300840-9 |
| title | Lean office and service simplified the definitive how-to guide |
| title_auth | Lean office and service simplified the definitive how-to guide |
| title_exact_search | Lean office and service simplified the definitive how-to guide |
| title_full | Lean office and service simplified the definitive how-to guide Drew Locher |
| title_fullStr | Lean office and service simplified the definitive how-to guide Drew Locher |
| title_full_unstemmed | Lean office and service simplified the definitive how-to guide Drew Locher |
| title_short | Lean office and service simplified |
| title_sort | lean office and service simplified the definitive how to guide |
| title_sub | the definitive how-to guide |
| topic | Organizational effectiveness Office management Lean manufacturing Büroorganisation (DE-588)4008827-3 gnd Lean Management (DE-588)4300840-9 gnd |
| topic_facet | Organizational effectiveness Office management Lean manufacturing Büroorganisation Lean Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025167441&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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Indexes
THWS Würzburg Zentralbibliothek Lesesaal
| Call Number: |
1000 QP 344 L812 |
|---|---|
| Copy 1 | ausleihbar Available Place a Hold |