Toyota's lean production system transformed operations in the auto industry by reducing waste and streamlining manufacturing processes. Now these lean principles are being implemented in the service sector and the results have been dramatic: Costs are being slashed and vast improvements have come about in customer service. A variety of organizations, from call centers to hospitals, are discovering the benefits of lean services. Devesh Raj, a partner and managing director at The Boston Consulting Group (BCG), spoke to [email protected] about the opportunities and challenges inherent in implementing lean processes within service-centric organizations.
Great Video! Very informative and interesting. Devesh brings the difference between manufacturing and services beautifully well and that makes us understand the concept better. Great!,..... The interviewer was also excellent... Can someone tell me the name of the interviewer?
so question I know someone that has a self service wrecking yard. a few days ago I was working at the yard I saw someone who actually come to the yard fairly often. he came near closing. in fact actually it was after the time we allow customers in the yard. he wanted to go see the cars in the place. actually a number of customers do that but during normal yard hours. which I should add he usually does too. upon telling him that we are not supposed to let people in the yard within 30 minutes of closing he became somewhat almost dramatic like he was about bust into tears. I let him in. but he has done the same thing with 2 other staff one being the manager/owner. both let me in and told him to remember for next time. clearly he forgot again. so for next time what should be done be done? we want to please all our customers and he does buy things occasionally. they are cheap items but still is a customer thing is after being told 2 time (maybe more when I am off) It seems like he is perhaps trying to take advantage of us he seems to have good memory as he told us about different cars we almost forgot about 3 or more years ago. and I he does not live far from the place so please tell us what to do with this if it happens again. which I think it will Is he perhaps trying to take advantage of us and our courtesy? and what to do about it if he is
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The level of manual tasks, duplication and non-value added activities in the payroll process often prevent staff from providing the reports that management require on a timely basis.
The best practice for providing management information that is timely, useful and relevant is automating, simplifying and standardising as many processes and tasks as possible, to eliminate unnecessary complexity and inconsistencies. This will reduce opportunities for error or fraud and make it easier to track the quantity and quality of information flowing to payroll.
A holistic approach that considers factors across all business dimensions, including strategy, structure, people, process and technology, creates reporting that is highly sustainable and scalable.
If you do not feel confident in your reporting capabilities or would like to improve your reports, technology could be a valuable ally providing master data that is clean, up to date and which can be relied upon.
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