Services: the forgotten half of operations

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來自 École des Ponts ParisTech 的課程

The hidden value – Lean in manufacturing and services

132 個評分

École des Ponts ParisTech

The hidden value – Lean in manufacturing and services

132 個評分

Lean is a powerful methodology that enables managers and employees to shift their mindset and helps companies to keep their business sustainable by creating competitive advantage. Today, in an increasingly complex and dynamic world, where companies struggle to maintain competitive advantage, Lean is more important than ever. This course combines the experience of many senior experts and practitioners from the Boston Consulting Group and École des Ponts, and brings perspectives on Lean in manufacturing and services. It offers strong topic foundation as well as deep practical insights into the art of continuous improvement. In this course, you will learn: - why Lean is a key driver for sustainable competitive advantage - how different companies can leverage Lean to create value both in manufacturing and services - what it takes to drive a Lean transformation and build a culture of continuous improvement - how new technologies impact traditional lean practices

從本節課中

How to apply Lean to improve services

Services: the forgotten half of operations5:03

The four key differences between Lean in manufacturing and in services5:23

How Lean delivers impact in services5:58

與講師見面

Aurélie Delemarle, Ph.D
Academic Chair, Industrial Engineering Department
Ecole des Ponts ParisTech
Dr. Thomas Frost
Expert Principal
The Boston Consulting Group
Salvatore Cali
Expert Principal
The Boston Consulting Group
Elsa Blume
Senior Learning & Development Specialist
The Boston Consulting Group

Historically Lean was developed to optimize manufacturing processes.

This makes perfect sense since at that time industrial operations were

growing very rapidly.

But then service operations started growing too and

their share of global jobs had become more and more important.

Do you know how big is the share of service jobs today?

We calculated that the service jobs

now represents more than 50% of the global workforce.

So this means that the limiting link to manufacturing would cover only half

of the opportunities and forgetting the other half of operations.

In fact, World Bank data shows the global shift of

jobs to service as economies mature.

So far, the share of agriculture has been decreasing the fastest as

part of the total GDP.

But, the share of industry jobs is declining as well,

as the share of services increase over time.

Furthermore if we zoom into developed economies,

services represent about 80% of employment.

Service jobs are found in service sectors, such as IT or finance,

but also in support functions of both services and good manufacturing companies.

In that case, these are so-called internal services, such as human resources,

finance, IT, legal but also marketing, sales and after sales.

Just like Lean can be applied into manufacturing to improve production

processes, Lean can be applied to these internal processes to optimize them.

In order to apply the Lean approach to internal services we should ask

ourself a fundamental question.

Who are the customers who benefit from internal services?

The common shortcut would be to consider the company's employees as internal

customers and to build all continuous improvement path around them.

So, for example, the internal customers of the HR department are the employees.

Internal customers of the finance department are managers.

This method has the advantage of encouraging high internal

responsiveness but it also prevents thinking of the actual end customer.

In reality, internal customers are no real customers

because they do not really pay for the service they get.

Even if the company's departments buy and charge services from each

other internally, this is still not a real marketplace.

Department budgets are no real money.

Not in the sense that these transactions are fake, but in the sense that

the employees do not value that money as customers typically value their own money.

The best way to think about it is to consider that every

employees in a company should create value for the end customer.

But not always in the same way.

We can simplify this by defining the three categories of employees with

respect to value creation.

First, employees involved in the value chain who created the value directory.

Second, employees in support function who enable value creation.

In this case, customers are willing to pay whenever

these employees ensure a quality of the value customers pay for.

For example, customers are willing to pay for a finance rebirth

as long as that specific finance rebirth allows employees

to make a better and faster decision to better served customers.

In some cases, we were able to reduce the number of our finance reports by more

than 50% because many of them didn't create value for the end customer.

The third category is employees in the sales and

marketing functions who have to match offer and demand of value.

These employees create value when they properly understand customer needs,

make the customer aware about the value,

that can satisfy their needs and fix the price.

In services you should never forget the end customers and

always ask yourself, if customer knew that they are paying for

what I'm doing right now, would they be willing to pay?

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