Process Thinking in Lean Services

Service Design and Lean Services have been a large part of my efforts this year, both researching and implementing. It is a result of the work that I have been doing in Lean Marketing. Just about in every case, we have had to work in the area of services both internal and external at the beginning of the project. Most people and organizations, especially ones seeking help are not delivering on what they say they’re going to deliver. Lean Services is the quickest enabler of this delivery. Lean Serivces

In my research, I came across Debashis “Deb” Sarkar. Deb is one of world’s leading lights in the space of service Lean. He has been researching, experimenting and working on how to successfully implement the Lean principles to service companies. Deb is also credited to have pioneered the enterprise-wide deployment of lean to service businesses in Asia in early 2000s.

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Deb has led large number of Lean service transformations and his efforts have led to the pioneering contribution to service lean comprising: A) The DEB-LOREX™ model, B) holistic approach for service lean implementation and C) blueprint for 5S implementation in service companies. His work is encapsulated in books such as: Lean for Service Organizations and Offices: A Holistic Approach for Achieving Operational Excellence and Improvements and 5S for Service Organizations and Offices: A Lean Look at Improvements.

Deb sits on the global advisory board of Process Excellence Network and has held leadership positions in companies such as Unilever, Coca Cola and ICICI Bank. He currently holds the position of Senior Vice President – Organizational Excellence, Change and Finance Transformation at Standard Chartered Bank Scope International..

P.S. Don’t miss his upcoming book titled: Lessons in Lean Management – 53 Ideas to Transform Services (Westland) to be in the market by September 2012.

Related Information: Lean Service Design Trilogy Workshop

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