Report: Lean Applications focusing on the Service Industry Workshop, June 15-19, 2015, Thailand

Group Photo

Group Photo

The course was designed to enhance the competence of the participants on using the Lean Approaches in the Service Sector. The Lean manufacturing involve the systematic elimination of all types of waste in production and related processes. Lean is a set of principles which accelerates the speed of all processes across the enterprise. The process requires identifying and eliminating activities that do not add value to the process of design, production, logistics, and customer relations.

There has been increasing demand to improve productivity of service organizations, although this is challenging. Lean systems have been widely adopted and applied by the service sector in many countries as they involve the systematic elimination of all types of waste or non value added in processes.

The workshop is being organized for the first time by APO to enable participants to:

1. Understand the concepts of and strategic planning for the adoption of lean applications and Six Sigma;
2. Discuss practices, approaches, and methodologies for lean applications focusing on the service industry;
3. Learn how to apply and utilize lean tools in service organizations; and
4. Share best practices of applying lean systems in the service sector.

OBJECTIVES FOR PARTICIPATION

I have been with the DAP Service Quality Division, under Center for Quality and Competitiveness for 7 years. Our division handles projects aimed in broadening adoption of basic and intermediate quality and productivity improvement approaches for the service sector. In my capacity as project manager, i have handled consultancy projects on the ISO 9001:2008 QMS certification of the Development Bank of the Philippines, Philippine Navy and Department of Foreign Affairs. As training manager, i have implemented courses on ISO 9001:2008 QMS and Internal Quality Audit.

For the past years, i have been involved in productivity and quality improvement projects. Attendance to this program was beneficial for my career development and job enrichment in the area of productivity improvement. This course has provided opportunity for me to gain deeper understanding of the productivity improvement approaches, particularly on Lean Management System and, in turn, apply this to my work as i continue to implement projects assisting organizations in their quest for productivity and quality improvement.

PARTICIPANTS

There are a total of 24 participants from 13 APO member countries, distributed as follows: Republic of China; Fiji; Iran; India (2); Indonesia (2); Republic of Korea; Malaysia; Mongolia; Nepal; Pakistan (2); Philippines (1); Sri Lanka (2); and Thailand (2);

SCOPE, CONTENT, METHODOLOGY

Lecture Topics

Module 1: Core Concept of Lean Thinking- Lean Principles and Value Added (Mr. Kabir);
Module 2: Lean, Lean Six Sigma and Industrial Productivity (Dr. Goh);
Module 3: How to apply Lean Thinking for Service Industry (Mr. Mizumoto);
Module 4: Essential Lean Techniques and Exaple for Service Industry (Dr. Goh);
Module 5: Lean Application in Healthcare: Siriraj Journey toward Lean Hospital;
Module 6: Lean Application Tools (Mr. Mizumoto);
Module 7: Lean Techniques and Tools: Waste Elimination (Case Study)(Mr. Kabir);
Module 8: Lean Techniques and Tools: Lean Six Sigma/Kaizen (Mr. Kabir);
Module 9: Organizing and Leading Lean Kaizen Projects- Sharing Practices (Mr. Kabir);
Module 10: Japanese Experience of Lean Application of Service Industry (Mr. Mizumoto);
Module 11: Practical Issues in the Application of Lean to Service Organization (Dr. Goh);

Country paper presentation

Each participant submitted a country presentation to showcase lean practices in the service application. Majority of the participants were able to present their case studies for discussion with co-participants and resource persons, although some presentations were not considered lean application but is still part of the continual improvement.

Site Visit

CP Retail link shared with the participants their approaches to lean such as their Value Stream Mapping (VSM) to improve service process and promotion activities to promote the program. They provided a site tour for the appreciation of the participants. After which, there was a discussion on a possible suggested improvement of their current processes, which mainly focused on the practice of JIT for the service delivery and use of carry on tools to reduce transportation in the servicing of repairs for the 7-11 franchises.

Presentation of Action Plan

APO provided guidelines on the group action plan, which was according to sector. Each group presented and were critiqued by the resource person.

Methodologies

Lectures
Presentations on national best practices
Group discussions
Observational site visit
Presentation of Action plans

OUTCOMES AND EVALUATION

I am thankful for the valuable opportunity to learn advanced tools and techniques that i can use in consulting and training work. I will be able to introduce Lean Management approach in the service and public sector. The training has equipped me with better appreciation of Lean Management principles, techniques, and approaches. I learned from the resource persons/trainers and from the sharing of experiences and projects with co-participants. From the knowledge i gained i hope to apply it by proposing projects on the topic.

Generally the course was successful and will be useful to my competency advancement as a development practitioner.

RECOMMENDATIONS AND ACTION PLANS

The participants appreciated the learning from the training course. The realization on the simplified and complex tools in Lean Management was clarified. DAP as NPO should offer trainers training courses on such topic to improve the system of the public/service sector. Also, DAP may need to walk the talk and apply Lean Management to improve its processes relative to reducing waiting time and other non-value adding activities.

I would be able to implement the group action plan with the support of my superiors and classmates. To disseminate the knowledge, i will provide copies of presentation materials to colleagues in DAP. These can be used as reference in conceptualizing related projects.

SUBMITTED BY

ANGELA C. VARGAS
Project Officer I
Center for Quality and COmpetitiveness
Development Academy of the Philippines

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