ABSTRACT
https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig15_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>Over the next three days, we’re going to be focusing on ‘leveling’ in service processes. In Lean, ‘leveling’ (Heijunka in Japanese) means smoothing out the way that work arrives and is completed. Instead of having large peaks where people and systems are overburdened, and valleys, where they’re idle, work proceeds at a steady rate. That means happier, less stressed workers, fewer errors and, of course, better flow to customers! Here’s what we’ll be exploring:
Finding patterns in how work arrives: It’s actually not all random:
Internal Leveling: Using our time deliberately
External Leveling: Helping our customers level their demand
