lean services

Lean-n-food

FEATURE – The food industry is mired with problems all along the value chain. In this call to arms, the author explains why lean thinking is the only tool we have to transform it right now.

Re-start with a clean slate

CASE STUDY – From client and supplier to partners-in-lean: how solving a problem together transformed the relationship between a Dutch hospital and the laundry supplying clean garments to it.

When lean takes off

NOTES FROM THE GEMBA – The author visits the Parisian airport of Orly to learn about a pilot project (pun intended) that aims to tackle the late departure of flights using lean thinking.

Moving forward

INTERVIEW – This moving company in Singapore has taken its first steps down the lean road, reminding us that translating your strategy into small, actionable improvements people can make at the gemba is the way to a transformation.

Leading large-scale lean change

INTERVIEW – Rose Keanly discusses the role of lean in a strategic business transformation in the financial services sector and the dos and don’ts of bringing lean to a large organization. 

Determination pays

CASE STUDY – This Dutch company awards social benefits to the unemployed. Thanks to lean thinking, they were able to radically transform the service they offer them.

Avoiding the most common mistakes with VSM

THE NAKED GEMBA – Value stream mapping is a fundamental tool in any lean transformation. The author takes us the most common mistakes companies make using it, so that you can avoid the pitfalls.

The Sunday-night barista

FEATURE – The author looks back at her time at Starbucks Coffee Company and reflects on the role of leadership in facilitating the spread of lean thinking across the organization.

Banking on hoshin

FEATURE – What a Brazilian bank has learned from its first few steps in adopting hoshin kanri through structured problem solving and people development.

Paying our dues

CASE STUDY – This Polish debt collection company is refocusing its work around true customer needs and increasing problem visibility by implementing hoshin kanri.

Supporting the Australian service industry

INTERVIEW – What skills do coaches need to successfully support lean transformations in the service sector? Our colleagues from Australia tells us about their experience.

Lean as a two-step engine

FEATURE – One of the things making lean thinking so hard to explain in general terms is its dual nature as both an organizational and managerial approach. The authors explain how to handle this tension.

When a hospital meets an airline

FEATURE – In a bid to find inspiration and new ideas to achieve excellent outcomes in patient safety, a group from a Boston hospital flew to Orlando to visit JetBlue Airways. 

How lean knowledge travels across a hotel chain

INTERVIEW – Three hotel directors from the same chain in the Canary Islands give us the lowdown on the company’s strategy to facilitate the transfer of lean knowledge from one location to another.

Pioneering lean thinking in hotels

FEATURE – Dreamplace Hotels in Tenerife have been on an improvement journey for several years, but only recently did they find a way to truly become a learning organization: lean thinking.

Lean delivery

NOTES FROM THE GEMBA – After re-insourcing its bike repair workshop, a distribution center of France's La Poste has begun to recover long-lost knowledge about the work of mailmen and using it to innovate.

Cooking up lean change

PROFILE – In an industry dominated by star chefs and big egos, meeting a humble leader who has made people development his battle cry is a breath of fresh air. PL interviews Legal Sea Food’s Richard Vellante.

The lean veterinarian

INTERVIEW – A 22-people veterinarian hospital in Barcelona has recently turned to lean thinking. We caught up with the owner to learn how things have changed six months into the journey.