Lean for Service Businesses: Lessons From the Factory Floor
Lean thinking was born on factory floors, but service firms waste just as much. Where to look first.
By Owen Hartley, Partner, operations and technology , 1 min read
Lean thinking was born on factory floors, but service firms waste just as much. They just cannot see it on a shelf. Lean thinking was born on factory floors, but service firms waste just as much. Where to look first.
Where waste hides in services
Rework from unclear briefs, waiting for information, handoffs between teams and reports nobody reads. Track one client request from start to finish and note every pause; most service work spends more time waiting than being worked on.
Standardise the first ten percent
The start of a job, from brief to kickoff, is where most rework is created. A standard intake checklist and a clear owner for each request typically removes a third of the delays downstream.
How we apply this with clients
In client work this usually becomes one priority on the quarterly plan, with a named owner and a measure the leadership team reviews every month. Our operations partners start with a short diagnostic of where the business is today, then agree the smallest change that will make a visible difference within ninety days.
Key takeaways
- Track one request end to end and note every wait.
- Standardise intake with a checklist.
- Give every request a single owner.
Want to apply this in your business? Book a discovery call with a Maia Lafortezza partner.
Owen Hartley
Owen Hartley leads the firm's operations and technology practice. An industrial engineer by training, he spent twelve years running distribution and manufacturing operations before moving into advisory work. He redesigns workflows, operating rhythms and supply chains for logistics, manufacturing, healthcare and service businesses, and helps clients choose and implement technology, including practical AI, where it pays back. He is based in Milan.
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