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Application of Lean principles to office processes is now established as an improvement method. However, it is tempting to take the approach that has been successful in the factory and apply it to the office without considering the nuances of this different setting. This book provides solutions to challenges such as: ¿ Lack alignment of strategy ¿ Understanding customer value as it applies to office processes ¿ Recognising personal benefit to gain engage staff ¿ The difference between office and factory culture ¿ The different nature of work in the office ¿ Historical absence of process improvement initiatives The author has drawn on over 20 years of Lean experience to adapt the methodology into 8 steps tailored to business processes. These apply to all the classic office areas across a variety of business sectors, and focus on establishing and achieving customer value by optimising flow and quality. This book will guide you through each step with many practical examples and ideas for breakout sessions.