Lean in the Service Industry

In today’s economy, service organizations are struggling to identify ways to reduce cost while maintaining the same level of customer service. 


Examples of service sectors businesses daily struggles include:

  • Contractors struggling to meet shortened lead times with decreased budgets;
  • Restaurants disappointing customers due to diminished service and extended wait times;
  • Rental properties overpromising delivery times and availability.  


Many manufactures have already realized that, in order to compete globally, they had to change the way they do business. Since the early nineties, manufacturers around the world have been implementing some portion of the Lean philosophy in order to meet cost structures that are similar to those in third world countries. 


Customers ask for, want, demand, and need more assistance in today’s technological era, but they don’t want to pay extra for what they perceive they deserve. This leaves most service companies scrambling to find creative ways to keep their cost down, while constantly trying to make the customer’s experience top notch.  Instead, many find themselves providing a frustrating, harrowing experience that drives customers to other competitors who do it better.  


But don’t worry, there is another way!  We have assisted over 200 organizations, from over 100 different service sectors, find a more robust sustainable approach to meeting customer expectations while keeping costs down.  From restaurants, to engineering firms, to insurance and financial, and even to the small one or two-person realty business — no service business is too small to make improvement to customer service while ultimately strengthening the bottom line.   


Our success in solving the complicated issues that plague services is found in a set of tools that fall under the heading of Lean Lean originated in the manufacturing arena, but as other industries started seeing the staggering positive results, the process has been adapted to meld seamlessly with everything from Lean Healthcare, Lean for Office, Lean for Government, and now Lean for Service.  


Lean encompasses numerous cost saving methods, as well as tools that identify waste and non-value-added processes. These methods and tools create workplace organization that produces “best practices” and standardized work while fostering a Lean Culture of mutual trust, respect, and an eye for continuously improving what we do every day.  


Lean has a structured set of concepts that, until recently, have been more or less alien to the service industry.  They include actual tools that allow you to:


  • Identify the value stream
  • Create transparent communication
  • Improve quality
  • Simplify complexity
  • Scale differentiation
  • Empower and engage employees


Service organizations can finally share in some of the productivity gains already enjoyed by the auto industry, government, manufacturing, assembly shops, and job shops across the world.  For Service Companies, these solutions have come just in time.


You can’t afford to wait until it’s too late.”


Allow us to come in to give you a preliminary assessment.



GDC TOTAL BUSINESS SOLUTIONS offers a full range of services that include mentoring programs, à la carte, workshops, project management, process-focused improvements or full Lean implementation.

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