Value Stream Mapping for Office & Services

We use the “Mapping to See” package developed by John Shook for Lean Enterprise Institute.


This workshop assumes you are familiar with basic lean terms and concepts as described in Lean Thinking by Jim Womack and Dan Jones. For maximum benefit, we strongly recommend that you read Learning to See by Mike Rother and John Shook to develop a value stream perspective before attending the workshop.


This workshop shows you how to apply value-stream mapping, a fundamental and critical tool, to address what many companies find difficult to do: making a fundamental change in business processes such as administrative, professional, and transactional activities. You’ll see how the key elements of lean thinking and value-stream mapping apply to such activities by identifying key processes to tackle, drawing an accurate current-state map of each process, applying lean principles to envision a leaner future-state for each process, and implementing the future-state in a way that can be sustained. The workshop’s roots are based on the Lean Enterprise Institute’s groundbreaking value-stream mapping workbook, Learning to See, which has introduced the mapping tool to thousands of your colleagues around the world.


Through instruction, discussions, group activities, and hands-on exercises, participants will learn how to identify a business process, how to see the entire value stream, how to map the value stream to identify and eliminate waste, and how to redesign the value stream for improved cost, service, and quality using an example company. By implementing the lessons learned, you’ll be able to:

  • Create contemporary lean metrics to understand the performance of value streams.
  • Connect improved enterprise communication with bottom-line performance.
  • Identify and eliminate waste throughout the enterprise.
  • Improve customer response and service.

You’ll learn how to identify waste in office-based value streams, determine the different service families, and how to use the value-stream mapping tool to document and analyze a current-state map and design a future-state map. You’ll also learn lean business process metrics to support the transformation of these value streams, which typically have big impacts on customer responsiveness, office effectiveness, and overall success of an organization. And, we’ll save some time to discuss specific types of value streams and support efforts in terms of how to view them from a lean perspective and how to develop value stream costs to drive implementation decisions.

Course Outline:

This workshop will sharpen your “eyes for waste” and “eyes for flow” in business processes by showing you how to adapt the straightforward teachings in Learning to See to non-production value streams. Topics include:

  • Identification of wastes in business processes.
  • Case study: drawing a current-state map.
  • Using lean tools and techniques in business process value streams.
  • Lean thinking for business processes.
  • Case study: applying lean thinking to develop a future-state map.
  • Implementing a future-state value stream.

Who Should Attend:

Those who would benefit from attending this workshop include:

  • Managers, supervisors, buyers, accountants, clerical staff, technical support personnel and change agents.
  • Any service delivery business with value streams, including processes winding through marketing, sales, order entry, engineering, purchasing, human resources, scheduling, accounting, and quality control.
  • Organizations at any level of a lean journey, particularly those that have had experience implementing lean in other areas of their organization.