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Lean thinking exercise for Customer Service


I am looking for an exercise that introduces the idea of lean thinking and process improvements.

It is aimed at managers and improving customer services within a local government context.

All suggestions welcome to get my creative juices flowing...
derek hughes

One Response

  1. My thoughts
    Haven’t got an exercise but can suggest an analogy.

    To me lean thinking is like holistic medicine or Chinese Medicine.
    Chinese Medicine treats the whole person and traces things back to root cause.
    eg. if the patient constantly has a headache, western medicine may offer pill – ie treating the outcome but CM goes deeper and looks at where the problem is ie. back of the neck and may trace this back to a weak knee that is causing the top of the spine to be misaligned thus creating more pressure on the neck. Therefore treat the weak knee caused by the accident rather than the neck which is merely a symptom.
    Also it may ask the patient look at lifestyle and diet (ie. broaden it) to speed recovery.

    I’m sure you can beef up the example but you see where I am going. The main thrust is to address underlying causes and process faults rather than outcomes (symptoms).


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