LEAN and AGILE SERVICES: Inspiring Service Industry Change Through Story: The Lean Thinking Way. (Paperback) (ISBN-13: 9798391745914)

Lean and Agile Services - Inspiring Service Industry Change Through Story: The Lean Thinking Way was written in a unique way to make the content accessible to a wide range of readers such as managers, academics, book lovers, students, policymakers, leaders, lean practitioners and entrepreneurs. The book uses thematic approach to knit stories of actual events in diverse service sectors with lean thinking principles. Reflective practice was used to draw readers into the domain of applications. The book covers contemporary issues in creating and managing service organisations in this 21st century. People in manufacturing will appreciate how the lean and agile principles in manufacturing have been transferred, adapted and interpreted for service systems.

The themes covered in the book include:
Theme 1: Voice of the customer
Theme 2: Communication.
Theme 3: Engaging the five senses of customers.
Theme 4: Being and appearing organised.
Theme 5: Poka Yoke (mistake proofing)
Theme 6: Flow management
Theme 7: Innovation and Technology.
Theme 8: Standardisation and optimisation.
Theme 9: Continuous improvement
Theme 10: Collaborating with partners to eliminate wastes.
Theme 11: Professionalism.
Theme 12: Service environment
Theme 13: Lean and Agile Service.
Theme 14: Entertainments and amusements.
Theme 15: Risk management and legal protections.
Theme 16: Customer Chains within a Service System..
Theme 17: Queuing theory and Triage model
Theme 19: Servitisation and productisation.
Theme 20: Ergonomic design for services.
Theme 21: Single Minute Exchange of Die in Service Delivery.
Theme 22: Design thinking in service delivery.
Theme 23: Digital transformation and automated workflows.
Theme 24: Final Words.

ABOUT THE AUTHOR
Dr Chukwuma Destiny Ogbonnaya teaches lean operations, agile manufacturing and supply chain management at undergraduate and postgraduate levels at Loughborough University. He holds PhD in Mechanical Engineering from The University of Manchester, United Kingdom; MSc in Manufacturing Systems Engineering from Warwick Manufacturing Group, University of Warwick, United Kingdom. He obtained his Bachelors in Engineering from Federal University of Technology, Owerri. He has Postgraduate Diploma in Education and a certificate in management. He is a certified management consultant and he had over five years in the banking sector and have been working in the university system afterwards. He is a member of professional bodies including MIET, MNSE, FHEA, FIMC.
He is married to Mary Chukwuma and they both had four children - Sophia, Michael, Emmanuel and David. Chukwuma volunteers to teach teenagers maths and sciences when he is free. He is a singer and he enjoys writing.

Author: Chukwuma Destiny Ogbonnaya
ISBN-13: 9798391745914
Publisher: Independently Published
Language: English
Published: 04/18/2023
Pages: 172
Format: Paperback
Weight: 0.45lbs
Size: 8.50h x 5.50w x 0.37d