Lean Office & Service Intro

Question 1

Generally, Mgmt structures are set up with each area managed separately. Within Lean, the goal is to manage all areas as a _______. A basic diagram of this model is known as SIPOC , which stands for?

Answer 1

System

SIPOC = Suppliers, Inputs, Processes, Outputs, and Customers

Question 2

Within SIPOC, a business’s processes are are all interconnected. Interconnected processes are known as ______ ______.

Answer 2

value streams

Question 3

The primary goal of Lean is to eliminate ______ in the value stream.

Answer 3

waste

Question 4

T or F

Broadly, office waste takes the form of idle time, bureaucracy, and unnecessary redundancy.

Answer 4

T

Question 5

T or F

Office Lean is more difficult than Manufacturing Lean because information flow and the relatively informal nature of job descriptions are less obvious than the physical results of manufacturing inefficiencies.

Answer 5

T

Question 6

T or F

Successful Lean Office initiatives focus on how to improve things in the current office environment.

Answer 6

F - Success hinges on thinking about why current tasks are being performed and determining what really ought to be done

Question 7

What are three key techniques to improving business processes?

Answer 7

Eliminate bureaucracy and non-essential processing

Eliminate redundancy

Complete a value add analysis to determine whether value added to the service provided.

Question 8

Within Lean what are the non-manufacturing aspects of the business known as?

Answer 8

Transactional Processes

Question 9

Transactional processes are broken into ______ and ______ areas to support the business. Which of these two sub-processes has the customer being included and is dependent on customer interaction and communication?

Answer 9

office / service / service