| How does the work work? – Applying Lean in a Service Industry |
| Wednesday, 12 May 2004 |
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Speaker: Allan Mees – Standard Life Assurance Company, Edinburgh The story of how Standard Life are changing the way they think about “how the work works”. While Lean has a long history in manufacturing it is only in the last few years that service organisations have learned that a Lean approach can be applied to transactional processes. Creating a customer-focused mindset throughout the organisation has been the driving force behind Standard Life's Total Customer Satisfaction programme since 1993. At this session it is presented how Standard Life has been using Lean to understand and improve the customer experience. The story includes case studies from customer facing, Human Resources and IT departments. |