Analyzing and Improving Office and Service Operations (Lean Office)

Requirement of the Operational Excellence Certificate



Introduction and Background

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

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!

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.

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

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.

  • Key Learning Objectives
    "Learning the 8 wastes and tools/counter measures to use in a lean office environment was very beneficial." – Janice Hobbs, Self-employed
    • 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


Program Fees

$1295 plus GST

Includes course tuition, all teaching materials, meals and refreshments.

Registration Deadline

To Be Announced

Course Planner

For more information, contact

Rebecca Schweighardt

Program Coordinator

t: 306-966-7956


Course Outline

  • Overview
    • 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
    • How to identify a broken process
    • selecting a process for redesign
    • 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
  • Design Process 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

Funding Available

Check out the funding opportunities available through the Canada-Saskatchewan Job Grant.

*Multi-course certificate program; participants must enroll in two or more courses in the Operational Excellence Certificate to meet time requirement for the Job Grant.

Instructor Profile

danmadison1.jpgDaniel Madison, MBA, CFA

Dan Madison has been a consultant and university instructor for over 25 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.


University of Saskatchewan's liability is limited to reimbursement of paid tuition fees.

Cancellations received at least ten (10) business days in advance of the course commencement date will receive a full refund. Cancellations received less than ten (10) business days prior to the course commencement date will be subject to a $200 administration fee. Cancellations received less than three (3) business days prior to the course commencement date will be subject to full course tuition cost.

Non-attendance will incur full course tuition cost.

Fees subject to change without notice.

Program Transfers

One course transfer will be permitted without penalty if the cancellation request is received more than ten (10) business days prior to the course start date. Program transfers within ten (10) business days of the course start date will be subject to a $200 administration fee.

Alternate program transfers may be approved dependent on course availability. Transfer requests must be scheduled within six (6) months of the initial purchase.

Applicants will be responsible for any price difference in program fees at the time of the request. Each subsequent transfer request will be subject to $200 administration fee.

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