Creating the Service Factory

Successful industrialisation in service organisations Service organisations are jealous of the dramatic productivity and quality advances made by manufacturing companies. But can they import the factory approach to the services world – and reap the same benefits? It’s our opinion that turning the right processes into factory processes can unlock great value, but that shoehorning the wrong processes into a factory mindset will only damage the business. How you determine the right mix depends on how you view the business from strategy all the way to operations – and how you choose to balance operational excellence with customer intimacy.

Download the full PDF article for Service Industrialisation PDF [202KB]

Whose opinion?

Phil Falato

Phil is a partner in our Business Transformation Group, and also heads up the Lean Solutions Group. Based in London, he specialises in lean service transformation and business change. He has a strong interest in food and wine, and is a keen cook; having been trained at the Cordon Bleu school in London there is little in his cuisine which is lean!

Mark Kell

Mark is a consultant in our Lean Solutions Group. Having worked in the service industry for many years his expertise lies in the areas of lean service, 6 Sigma and business process reengineering. When not drowning in a sea of data, Mark can usually be found scuba diving in some distant ocean!