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Going "Lean" in Service Industry

Regardless of the type of organization, clients are demanding very fast response time, greater flexibility and excellent quality of service to customers, citizens and internal stakeholders. When striving to exceed such expectations, organizations are often hindered due to ineffective and inefficient service development or administrative processes. The symptoms are numerous:

  • Communication between the various departments is problematic:
    • Response time and approval times are too long;
  • Information requires several transfers:
    • The "Functional" structures as well as technology and communication infrastructure contain a number of inefficiencies;
  • Processes are increasingly complex:
    • Compliance is more complicated due to internal and external regulatory, privacy, security pressures.

Lean Service (adapted from the world class best practices of the Toyota Production system), is an innovative approach that provides Services delivery organizations with efficient, outside the box solutions. It involves employees’ participation and it focuses particularly on:

  • Client needs and satisfaction;
  • Waiting and response times reduction;
  • Costs reduction;
  • Employees’ quality of life.

The Lean Service approach, already implemented in several Service provider organizations in North America, has demonstrated significant results, namely:

  • 10-30% operating costs reduction;
  • 15-50% productivity improvement;
  • 20-75% compliance, security, quality improvement;
  • 25-75% request processing time reduction;

Date: TBA
Time: 9:00 am – 5:00 pm
Location: 688 Sherbrooke Street West, room to be confirmed
Fee: $695.00 CAD plus applicable taxes


This course will demonstrate how the Lean approach in the Service Industry can provide “outside the box” solutions to resolve process issues, improve quality, cost and delivery of Services. A Role-Play Simulation of a Transactional Process will allow participants to live the relevancy of applying Lean to their service environment.

Who Should Attend

Professionals looking to understand Lean methodology and seeking to apply “Lean” principles to the special challenges of the Service Industry.

Topics Covered

  • Introduction to Lean principles
  • Their applicability to a Service Industry environment
  • Roles play simulation of a transactional process




Mr. Guy Martel, P.Eng, MBB, Director at Fujitsu, is in charge of the Lean Solutions practice for the Montreal office. Principal Consultant, he possesses a solid expertise in business process optimization through the world class best practices; LEAN Six Sigma methodologies.

He holds a Bachelor’s degree in Chemical Engineering from Laval University. He also acquired his Master Black Belt certification in Lean Six Sigma.


Cancellation Policy

All cancellation & substitution requests must be made in writing. The following Cancellation Policy applies:

Up to 14 days prior to the start date: Full refund
7 days prior to the start date: Refund minus $100 Cancellation fee
Within 7 days of the start date: No Refund, however suitable participation substitution will be permitted

If no notice is given prior to the start of the event(s) and you fail to attend, you will be liable for the full course fee.

McGill SCS reserves the right to cancel an event up to 5 days prior to its start.

Contact Information

Telephone: 514-398-5454

E-mail: pd.conted [at]

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