Lean Service

Lean is about VALUE ... the creation, delivery and retention of value. In a service business, the delivery of value is very much customer- or client-dependent. The client defines what they see as ‘value’, not the business. The most successful service businesses understand this very well and spend much time and effort working to better understand their customers and to meet their spoken needs and often unspoken wants.To understand how Lean concepts can be applied to a service business, you need to know a little about Lean Principles, Lean Rules, Lean Questions and Lean Tools. Read on …LEAN SERVICE includes case studies showing how "Lean Service" has been applied in companies as diverse as Deutsche Post DHL, DirectSki.com, Grant Thornton, Irish Rail, Musgrave Group, Openet, Parker Advertising and Thornton Partners.

ABOUT THE AUTHOR

Keegan Richard is an author and specialist in management and business performance improvement. He is particularly interested in Lean methodologies, process optimization, and the development of organizational competitiveness. Through his work, he offers practical and accessible approaches to help companies enhance their operational efficiency and strengthen the skills of their teams.

His work follows a pedagogical approach aimed at making management and operational excellence concepts both understandable and applicable for managers and employees alike. He places particular emphasis on continuous improvement, benchmarking, and value creation within organizations.