Office Excellence

Target group

This training is open to all knowledge workers involved in administrative or service-related processes (sales, HR, IT, customer service, finance), quality managers, line managers and process improvement specialists.

Our approach

• The training offers a mix of theoretical underpinnings and practical exercises and provides insight into the potential outcomes of a lean office project.
• Ideally, each participant should have a project relating to process improvement.
• Throughout the training programme, there will be opportunities for feedback on progress and any potential issues arising from these projects.
• The training offers the opportunity to exchange experiences with other participants.

More about Stanwick Academy

What can you expect?

Office Excellence is based on lean principles but applies them in a pragmatic way to the reality of knowledge work and administrative processes. We do not focus on following a methodology through to the end, but rather on those insights and techniques that work effectively in an office context and can be applied immediately in day-to-day practice.

During the course, you will learn how to map out your processes, gain insight into what truly adds value for your (internal) client, and identify where time and energy are being wasted. You will develop the skills to recognise and specifically tackle waste, and work on concrete improvement initiatives within your own context.

In addition, we focus on how to implement and embed improvements as a team. In this way, you will gradually build a way of working in which processes run more efficiently, collaboration is strengthened and continuous improvement becomes a natural part of your daily work.

Programme

• Scope and preparation:
  • Understanding your own value stream
  • Analysis of customer demand and expectations
• Mapping the various processes:
  • Collecting data: what data, how to measure it?
• Defining your future value stream
• Implementation and continuous improvement
• When do we use which tool?
  • Customer voice
  • Process mapping: value stream, swimming lane, SIPOC, spaghetti diagram
  • Identifying and tackling waste of time and energy
  • Metrics for administrative processes: TAKT time, lead time and cycle time
  • Organising and monitoring standardised work: embedding habits into your working week
  • Balanced work through FIFO
  • Visual management
  • …
• How to tackle an improvement project?
  • Dealing with resistance
  • Creating engagement
  • Change management approach when guiding process improvement
• By presenting a realistic case study, all principles are immediately put into practice following a theoretical explanation.