Formation: Lean for services

Ethos House - Calea Floreasca nr. 240B

Langue : English

Tarif :
330 EURO+TVA pour les membres CCIFER
370 EURO+TVA pour les non-membres CCIFER

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Service providers aim to reduce complexity and high costs and create efficient organisations. Lean principles help them to eliminate customer complaints and employee dissatisfaction and improve performance.


Lean puts the customer at the heart of every action in the company. The lean philosophy provides a set of powerful tools and clear principles that enable service companies to understand value from the perspective of their customers and to identify opportunities to deliver this value in a fast and reliable way.

Companies applying Lean principles are better prepared to meet customer demand for higher quality and lower prices, and employees are empowered to look for and solve the root causes of problems.

During this workshop participants will study value from the perspective of the customers. They will learn to see and quantify the potential for improvement in service organisations. Through best practice examples presented by the facilitator, practical case studies, interaction with guest speaker and discussions in small groups, participants will gain understanding of how to apply lean principles successfully in a service environment.

Two case studies: “Achieving Sales Excellence” and “How lean thinking helped a Customer Service team improve customer experience" will showcase examples of lean initiatives.

At the end of the training participants will know:

  • The lean philosophy, including key lean principles, tools and techniques
  • Specifics of the lean leader and value stream manager roles
  • Methods for winning engagement for lean initiatives in the company
  • Stakeholder management theory and examples.

At the end of the training, participants will be able to:

  • Apply lean tools to spot opportunities for improvement and quantify benefits
  • Design initiatives to decrease costs, reduce cycle times, increase volume and improve efficiency in business functions
  • Overcome resistance so as to ensure fruitful application of lean principles.


  • Leaders involved in service processes and operations, such as sales, marketing, finances, IT, customer service and product development
  • Managers responsible for value creation and capture
  • Process owners and change managers, in companies providing services, who wish to improve their organisations’ effectiveness and efficiency.

About our facilitator - Anna Dyngosz For the past 18 years Anna has led change management and transformation programmes for organisations in the financial services, tourism, healthcare and online media sectors.
She applies Lean, Six Sigma and Systems Thinking to dramatically improve customer and employee experience.
Anna graduated with an MBA degree from the London Business School and is the founder of in Paris. She is fluent in French, English and Spanish.

Date: 10-11 octobre 2019

Price: 330 EURO + TVA/personne - membres CCIFER; 370 EURO+TVA/personne non-membres.Tarif Early-Bird10% discount for registrations before 1st of September 2019.

Below is a selection of participants’ comments (Lean for Services workshop delivered at CCIFER in 2017), provided in response to question: What did you like about this training?

  • “Variety of Lean instruments, Process & Leadership”
  • “Very concise, well prepared trainer, willing to share personal experience, made sure to detail concepts”
  • “Interaction, new ideas and tools about optimization. Congrats!”
  • “Professional facilitation, timing and case studies”
  • “Best practice sharing, case studies and interesting presentations.”



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