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Assessing Service Maturity »

The Lean Office Audit (LOA) is designed for service companies operating in an office environment that turn consumers into satisfied customers.
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Service Process Matrix

The process matrix organizes service processes by labor intensity and customer interactions. The Lean Office Audit (LOA) can be used for any service business, while it is most suitable for entities processing information in an office environment – adding value through analysis, design, advice, or control.

  • Business services such as consulting, banking and financial service
  • Trade services such as retailing, maintenance and repair
  • Personal services such as restaurants and healthcare
  • Public services such as government and education
  • Infrastructure services such as transportation and communication
Service Process Matrix

The 20 Keys to World-Class Service (WCS)

The Lean Office Audit (LOA) benchmarks service operations, assessing maturity level around twenty categories (“The 20 Keys”). 

  1. Costing and budgeting, process and system
  2. Efficiency management and resource planning
  3. Information management and system
  4. Layout, distances, communication, ergonomics
  5. Leadership and policy deployment process
  6. Management, priority setting, decision making
  7. Metrics and performance measurement
  8. Quality level, process capability, yield
  9. Readiness, willingness to change, flexibility
  10. Renewal, innovation and improvement
  11. Roles, responsibilities and ownership
  12. Service level, internal and external customers
  13. Solving, root-cause analysis and elimination
  14. Standards, policies, procedures, instructions
  15. Structure, organizing and housekeeping, 5S
  16. Teamwork, cooperation and coordination
  17. Technology, equipment, computers, systems
  18. Time management, deadlines, commitments
  19. Training, capability building, skill flexibility
  20. Visuals, status signals, visual management
20 Keys to World-Class Service Infographic
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