1

Introduction to Lean

• Overview of Lean. History of Lean.
• Lean Management mindset.
• Lean and continuous improvement approaches
• Key features of Lean.
• The notion of waste, variability, and rigidity. The process model.
• The five dimensions of Lean IT.

2

The client

• Principle of value-added for the customer.
• Customer’s voice: CRM tools, Kano diagram tool.
• Value-added work and non-value-added work.
• Key factors of quality.
• Information system value streams.
• Costs of poor quality.

3

Processes

• The concept of a process. The process model.
• SIPOC (Supplier Input Process Output Customer) diagrams.
• Creating and analyzing a Value Stream Map (VSM).

4

Performance

• What is performance?
• Key performance indicators.
• Efficiency of the operational process.
• Skills and the knowledge matrix.

5

Organization

• The customer’s organizational structure.
• Customer orientation.
• Performance dialog.
• Visible management.

6

Problem-solving: Behavior and attitude.

• Structured problem-solving.
• DMAIC and problem-solving.
• The Kaizen approach.
• Implementing Kaizen projects.
• Lean Leadership & Behavior. Organizational change. History of change.

7

Review, exam preparation, and certification

• Review. Taking a mock exam and correcting it. Preparing for the exam.