Improving Performance in Service Organizations

Improving Performance in Service Organizations guides professionals through the application of lean concepts and methods within the service sector as an innovative approach for analyzing operational processes and determining ways to eliminate activities that are wasteful and add no value to the services delivered. Embarking on a lean transformation helps service organizations optimize the use of time and money associated with operational processes and ensures that scarce resources are allocated to the activities that produce the greatest value for clients served. Using a lean lens to analyze operational processes, within the context of organizational goals and mission, has the power to tap into the latent energy and innovative ideas of personnel and to release resources that are trapped in a vicious cycle of wasted work efforts. Furthermore, by applying the lean concepts, methods, and tools introduced in this book and creating a culture of continuous improvement, service organizations can build their capacity to increase effectiveness and improve accountability for the funding they receive. View Less