The lean office : collected practices and cases

The Lean Office : Collected Practices and Cases is a compilation of articles previously published in the Productivity Press newsletter, Lean Manufacturing Advisor . These articles discuss lean implementations in non-manufacturing operations, from design to processing invoices to customer service. Most articles are written in the form of case studies.

Highlights include--

Practical, in-depth description of lean implementation, written in a conversational, easy-to-read style A large quantity of case studies unavailable from any other single source Responds to your desire for real-world lean office information

Introduction	p. v
Part I Focusing on the Customer	p. 1
Chapter 1 New Toyota Center Seeking to Make Sales and Marketing Lean	p. 3
Chapter 2 Transforming a Service Firm	p. 7
Chapter 3 Revamping Design Process Increases Speed and Quality	p. 15
Chapter 4 Call Center's Transformation Produces Award for Service	p. 23
Chapter 5 New Restaurant Owner Sees His Future in a Lean Lunch	p. 27
Part II Improving Flow	p. 33
Chapter 6 Ambulance Office Responds to Calls for Improvements	p. 35
Chapter 7 Whether Office or Factory, the Same Principles Apply	p. 41
Chapter 8 Neither Culture Nor Equipment Stops Postal Transformation	p. 47
Chapter 9 Builders Seek to Demolish Inefficiency	p. 53
Part III Taking the Right Steps	p. 63
Chapter 10 First Steps to Making Your Office Lean	p. 65
Chapter 11 5S Techniques Can Clean Up the Hard Drive of a Computer	p. 69
Chapter 12 Simple, Early Wins Help Build Support for Office Lean Efforts	p. 71
Chapter 13 Tips for White Collar Kaizens	p. 75
Chapter 14 Invoicing and Receiving Receive the Kaizen Treatment	p. 83
Chapter 15 Delphi Lean Strategy Evolves to Go Beyond the Shop Floor	p. 91
Chapter 16 Improving Flow in an Office Setting	p. 95
Chapter 17 Spreadsheets and Data Are Tools in Quest for the Lean Office	p. 105
Chapter 18 Publisher Makes Key Concepts a Daily Part of Its Newspapers	p. 111
Citations	p. 115
Index	p. 117

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Table of Contents