Assessing Service Maturity »
The Lean Office Audit (LOA) is designed for service companies operating in an office environment that turn consumers into satisfied customers.
To perform the audit and get the free report, you must be registered and logged in.
Read more about available audits:
- Operations Health Check (20 mins)
- Lean Factory Audit (2-3 hours)
- Lean Office Audit (2-3 hours)
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
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”).
- Costing and budgeting, process and system
- Efficiency management and resource planning
- Information management and system
- Layout, distances, communication, ergonomics
- Leadership and policy deployment process
- Management, priority setting, decision making
- Metrics and performance measurement
- Quality level, process capability, yield
- Readiness, willingness to change, flexibility
- Renewal, innovation and improvement
- Roles, responsibilities and ownership
- Service level, internal and external customers
- Solving, root-cause analysis and elimination
- Standards, policies, procedures, instructions
- Structure, organizing and housekeeping, 5S
- Teamwork, cooperation and coordination
- Technology, equipment, computers, systems
- Time management, deadlines, commitments
- Training, capability building, skill flexibility
- Visuals, status signals, visual management
