Analyzing and Improving Office and Service Operations (Lean Office)

Analyzing and Improving Office and Service Operations (Lean Office) (Saskatoon, SK)
Location : K W Nasser Centre (256 - 3rd Avenue South)

Stay tuned for future offerings!

Lean Office

Do you have any of these issues?

  • Errors, mistakes, and rework keep cropping up
  • Some things just take too long
  • Work piling up on someone's desk
If you answered "yes to any of the above, then this course is for you!

"Excellent course and instructor. My first process course, so learning about the ideas and tools was eye opening for me. Lots of work comes out of this, but it's a very positive work that I envision for the future." - Scott Caswell, University of Saskatchewan

Introduction & Background:

Required Course of the Operational Excellence Certificate

A key and very unique learning experience in this course is the simulation of an actual office environment. This office will process orders and invoices. Participants will gain real “hands on” understanding of the issues and wastes that can typically exist in office settings. Interestingly there are a variety of tools and techniques not widely known that will eliminate or dramatically reduce these wastes.

Participants will learn to apply the tools, methods, and techniques to the office processes where they can see the immediate benefit. Before and after metrics on throughput, quality, and productivity will dramatically illustrate the power of these improvement methods.

Managers will learn to establish visual controls so that the status of work can be easily determined and where corrective action can occur very quickly.

Lastly participants will take the learning's from the classroom and begin applying them to their own work processes.

Many of the methods and principles in the course come from a body of knowledge known as Lean. It has been proven to dramatically improve organizations. Come see how these techniques can help your own work place.

"An excellent resource for managers who want to improve office processes” - James Johannesson, University of Calgary

Key Learning Objectives:

  • Identify and "see" the various inefficiencies in your office processes
  • Organize the workspace for ease of use and efficiency
  • Uncover the root cause of mistakes and errors and systematically solve them
  • Design workflow for speed and effectiveness
  • Create visual mechanism to monitor and quickly correct workflow problems
  • Manage and lead more effectively

Course Outline:

Introduction to the foundation principles

History of waste reduction and flow enhancement

The 9 ways office and manufacturing environments are different

Production processes versus non production processes

Introduction to visually representing work and information flow

Identifying the eight office issues and problems

  • Bottlenecks and delays
  • Errors, mistakes, and rework
  • Work flow is disjoined
  • Running all over to get things
  • Moving paper from place to place
  • Untapped employee resources
  • Doing things that are really unnecessary
  • Shrinking the “in” basket

Visualizing work and information flow

  • Value Stream Mapping
  • Creating the Current State Map

Collecting the right data to really understand the issues
Value adding and non-value adding activities
Simulation exercise
Working on your own process
Linking the 8 wastes to countermeasures, tools, and design principles

Customer Report Card

Analyzing time:

  • Processing
  • Waiting
  • Rework
  • Inspection
  • Set up
  • Move
  • Cycle
  • Lead
  • Takt Time and Takt Image                                                                      

 Quality Tools

  • Shrinking the time from when a problem occurs to awareness of the problem
  • Percent complete and accurate
  • Quality at the Source
  • Cause and effect diagram
  • Check sheets
  • Pareto diagram
  • 5 Whys
  • Error proofing

Quality costs

Improvement activities

  • Continuous Flow
  • Standardized work
  • 5 S
  • Visual controls
  • Visual management
  • Management Timeframe
  • Pull
  • Batch sizes
  • Pitch
  • A3 Process and Report

Process Design Principles

  • Work flow
  • Information flow
  • Job design

Creating the Future State Map

  • Focused Kaizen efforts

Leadership for the Improved Office

  • New ways to manage work
  • Changing roles and responsibilities
  • Change management




"Visual and Effective. Use this course to help you illuminate the bottlenecks and apply proven tools to streamline your process.” - Nanci Kulczycki, Cameco Corporation

Instructor Profile:

Dan Madison, MBA, CFA

Dan Madison

Dan Madison has been a consultant and university instructor for more than 23 years. He is currently Principal of Value Creation Partners, an organizational consulting and training firm. He helps clients increase value through operational improvement, organizational redesign and leadership development. An expert in process mapping and improvement, he is the author of the number one selling book on Amazon Process Mapping, Process Improvement, and Process Management.

Prior to his current activities, Dan was a professional money manager, interviewed over 100 corporate officers (CEO’s and CFO’s) of the Fortune 500, and extensively analyzed hundreds of publicly held companies. He has an MBA in Finance (with honors) and is a Chartered Financial Analyst. Dan received his Lean Office Certificate from the University of Michigan.

"This course is very informative, I would recommend it to anyone to improve or streamline internal processes.” - Trena Pfefferle, Saskatchewan Blue Cross

Program Fees

$1,195 plus GST

  • Program fee includes course tuition, all course materials, lunches and refreshment, but not hotel accommodations.
  • University of Saskatchewan's liability is limited to reimbursement of paid tuition fees.
  • Cancellation received in writing at least 14 days in advance of the course start date will receive a full refund. Written cancellations received less than 14 days prior to the course will be subject to a $200 administration fee. Non-attendance (notification 24 hours or less) will incur full course tuition fee.
  • One free transfer is permitted, provided written notice is received at least 14 days in advance of the course start date.