Product Details

• Amazon Sales Rank: #28215 in Books
• Published on: 2008-02-15
• Original language: English
• Number of items: 1
• Binding: Paperback
• 304 pages

Synopsis
The Lean Toolbox for Service Systems is the first book that attempts to assemble a comprehensive set of tools for lean service and administration. Other publications have dealt with only a segment of the tools or a segment of the range of service systems. The book is a result of several years' work in Lean Service at the Lean Enterprise Research Centre, Cardiff Business School, and the service management programme at the University of Buckingham. All material in the book has been 'field tested' by exposure to service professionals and executive programmes. A feature of the book is that it integrates several approaches rather than advocating a particular approach. Attention is given to general Lean service concepts and frameworks, to mapping and understanding different types of service system, and to a range of tools that have been found to be useful in a variety of service environments.

Customer Reviews

The scales life from my eyes
I've read many books on Lean both manufacturing lean as well as office lean. This is an excellent considered work with practical examples combined with philosophy, an important element to truly understand Lean. Other office lean books by comparison are for kids, trotting out basic and obvious advice with no learning.

Your lean journey never ends, but this will move your thinking to another level.

Poor type setting and graphics but it's content is pure gold.

A must for your lean library.

The Best Book I've seen on Lean Service
This is the best book on lean service I have seen - because John Bicheno recognises the true nature of service. Many lean service books insist that lean manufacturing tools can be applied equally in service processes. This may be true in a minority of service situations (fast food service being the classic example. Paying money into the bank may be another example).

As Mr Bicheno shows, process stability is achieved in manufacturing by reducing variation (for example by standardisation). This is not the case in service situations where responding to the varied needs of the customer is a real way to add value. In service a skilled and flexible workforce is the way to deal with variety, not standardisation of the customer experience !.

Many lean service tools and techniques are presented in the book. It is a toolbox of different approaches for different circumstances, rather than a narrative of a single "best" method.

The book does have some weaknesses - for me these are in its discussion of customer value, and performance measures for service. Nevertheless, this is required reading if you are involved in service processes. It contains so much I immediately had to go back and read it again !.