ABSTRACT
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 results you can expect when you apply this powerful concept
And once again, I will debunk common arguments against considering and implementing flow in offices and services.
