Chapter 3
Creating Flow in Office and Services
The four key concepts of Lean as defined by Womack and Jones in Lean Thinking (1996) are value, flow, pull, and perfection. In this chapter, we will discuss in detail the application of flow to office and service processes. Here is what we will cover:
The three possible approaches to flow, and the advantages and disadvantages of each
A process for designing flow systems in offices and services
The typical ...
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