Lean Service by Richard Keegan

Author:Richard Keegan
Language: eng
Format: epub
Publisher: Oak Tree Press

12: Employee Involvement

People are probably the most important resource of an effective service organisation. It is through the efforts and creativity of people that customer and client needs are serviced and future innovative responses are developed. People are needed to run and develop office processes, distribution processes and sales processes.

If people are so centrally important to the delivery of services to customers, it is clear that they need to be involved in the improvement activities. In a company following the principles of Lean Service, people are required to think as well as do. The Lean Service approach relies upon the active involvement of people in the improvement process, and the team approach is the common means of delivering on this.

People need to be trained in how teams work, and how they can learn to work together to solve problems. The tools and techniques of team-building are addressed in this chapter, although not all problems require the use of teams – many can be addressed by individuals.

Nonetheless, the real challenge for management today is to harness the full potential of their people, to capture and channel their efforts to achieve the goals and objectives of the business. People need leadership and often want to be part of something good and worthwhile. People working in a business all share a common goal, to serve the customer but also to support their own lifestyles through their efforts. This can best be achieved through the mutual development of the capability of a business to meet and exceed customer needs and wants.

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