The Lean Service Machine  

Oleh:

Swank, Cynthia Karen

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Harvard Business Review bisa di lihat di link (http://web.b.ebscohost.com/ehost/command/detail?sid=f227f0b4-7315-44a4-a7f7-a7cd8cbad80b%40sessionmgr114&vid=12&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&jid=HBR) vol. 81 no. 10 (2003), page 123.
Topik: MACHINE; automation; batch processes; complexity; Differentiation; experimentation; goals; metrics; operations; reengineering; toyota production system; workloads; workplace design

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Perpustakaan Pusat (Semanggi) Nomor Panggil: HH10.23 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Jefferson Pilot Financial (JPF), a life insurance and annuities firm, was looking for new ways to grow. Its top managers recognized that JPF needed to differentiate itself in the eyes of its customers, the independent life-insurance advisers who sell and service policies. To establish itself as these advisers' preferred partner, it set out to reduce the turnaround time on policy applications, simplify the submission process, and reduce errors. JPF's managers looked to the "lean production" practices that U. S. manufacturers adopted in response to competition from Japanese companies. Lean production is built around the concept of continuous - flow processing - a departure from traditional production systems, in which large batches are processed at each step. JPF appointed a "lean team" to reengineer its New Business unit's operations, beginning with the creation of a "model cell" - a fully functioning microcosm of JPF's entire process. This approach allowed managers to experiment and smooth out the kinks while working toward an optimal design. The team applied lean - manufacturing practices, including placing linked processes near one another, balancing employees' workloads, posting performance results, and measuring performance and productivity from the customer's perspective. The results were so impressive that JPF is rolling out similar systems across many of its operations.

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