• Lean Office and Service

  • Are Your Office and Business Processes Lean? 

    Cost 10% Discount Digital Brochure
    Five-day program
    When you register five or more. Restrictions apply. Detailed information in a shareable format. download

    Learn proven hands-on tools that you can easily implement in almost any office, back-office, or service setting.

    Administrative functions account for sixty to eighty percent of the cost of meeting customer demand. Streamlining and eliminating waste from your office and administrative processes using Lean concepts, tools, and methods will help you improve quality, reduce lead time, and serve more customers without adding resources. This five-day certificate program presents a structured way to understand how you deliver value, how to prioritize operational improvement opportunities, and how to link them to strategic priorities.

    Key Learning Outcomes

    • Identify what you need to do better in your services to support your strategy
    • Understand how to improve efficiency of your office/service processes
    • Create an action plan for your Lean improvement initiative
    • Translate your Lean efforts into financial terms
    • Learn easy hands-on tools that anyone can implement in an office/back-office/service setting

    Experienced Faculty

    Instructors from the U-M Ross School of Business and industry team up to deliver this experiential course focused on Lean office and business process improvement. Our instructors have years of industry experience coaching and training Lean implementations.

    Hands-On Practice and Real World Examples

    Hands-on simulations supplement lectures, exercises, and case studies to make this training meaningful and enlightening. We prepare you to take these tools and techniques back to your facility so you can begin implementing and transforming your traditional operations to Lean.

  • Schedule

    Lean Office and Service Program Focus

    Overview of Lean Office
    • The history of Lean
    • Benefits of Lean
    • Lean tools
    • Six Sigma DMAIC and Lean
    Value Stream Mapping in a Business Administrative Environment
    • Overview of mapping
    • Establishing service families
    • Scoping the mapping effort
    • Components of a VSM
    • Developing the Current State Map
    • Current State Mapping example
    • Creating incentive for change
    • Current state case study
    • Class exercise
    • Group breakout exercise
    Waste Exercise
    • System waste
    • Process waste
    Value Stream Mapping in a Lean Office
    • Developing the Future State
    • Implementation planning
    • Lean project scoping case study
    • Future state case study
    • Class exercise
    • Group breakout exercise
    Action Planning
    • Class exercise
    • Group breakout exercise
    Lean Office and Service Tools Workshop and Simulation
    • Lean tools for the office
    • Standardized work
    • Quality at the source
    • Workplace organization
    • People involvement
    • Visual controls and management
    • Batch reduction or elimination
    • Poka Yoke
    • Cellular teaming concepts
    • Pull systems
    • Equipment reliability
    • Levelling, management timeframe and takt image
    • Lean office simulation
    Lean Six Sigma and Six Sigma DMAIC
    • Six Sigma overview
    • Stabilization and optimization
    • Six Sigma DMAIC methodology and tools
    • Lean Sigma bridge
    • Operationalizing Six Sigma
    Operation Metrics - Aligning with Financial Reporting
    • What should be measured?
    • How to use data you already have
    • Aligning incentives for a Lean office
    • Understanding and eliminating sources
      of variability and waste
  • Instructors

    Izak Duenyas

    Izak Duenyas

    Donald C. Cook Professor of Business Administration,
    Professor of Technology and Operations, Stephen M. Ross School of Business
    Professor of Industrial and Operations Engineering

    More About Izak...

    Don Lynch

    Don Lynch

    Instructor, ISD
    Lean Six Sigma Corporate Master Black Belt, SKF Inc.

    More About Don...

  • Learning Objectives

    Each day has a set of objectives that enable participants to understand and appreciate the application of Lean thinking throughout the enterprise. The course relies heavily on examples of non-production Lean applications and will focus on a train-do methodology via a case study that will thread throughout the course. Each day builds on the use of additional tools and information necessary to plan and implement a lean pathway in non-production areas.

    Program Fee

    $3,200* Covers the Five-Day Program

    Fee includes tuition, instructional materials, continental breakfast, lunch and a coffee break each day. Fee is payable in advance.* Upon registration, you will receive email confirmation including directions to the program site and recommended lodging.

    * Fee subject to change. Pricing not valid for onsite or custom programs.
    Please review our Professional Programs Payment and Cancellation Policy.

    Who Should Attend

    This course is intended to benefit professionals within a wide array of areas such as:

    • sales and marketing
    • purchasing
    • banking
    • finance
    • accounting
    • human resources
    • information technology and planning
    • hospital administration
    • insurance
    • school systems
    • office managers from any industry
    • engineering
    • quality assurance
    • anyone responsible for continuously improving the quality and performance of their operations

    Want to send a team from your organization?
    Contact us for discounted prices for teams of five or more.

    Custom Programs Brought to You
    Any of our programs can be customized and delivered at your site. For more information, contact us at (734) 647-7200 or isd-answers@umich.edu.


    A non-credit certificate of professional achievement in Lean Office and Service from the University of Michigan College of Engineering will be awarded upon successfully completing the five-day program and passing an online exam.

    Materials and Resources

    A text is provided for this course. If you would like more information, click on the book below. This is for your information only. It is not necessary to buy your own book.

    Lean Enterprise

    The Complete Lean Enterprise: Value Stream Mapping for Administrative and Office Processes, offers a step-by-step approach to applying Lean initiatives to the administrative and office environment. It's a must read for leaders looking to improve their production support activities within their order-to-cash value stream. The Complete Lean Enterprise is a valuable tool in applying value stream mapping (VSM) to non-production areas, identifying office wastes, establishing performance metrics, speeding up administrative workflow, and improving office efficiency.