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It should always start from top to bottom.
Lean should be start from the top management.
In my experiences as Lean practitioner, it is very hard and time-consuming to approach the operators of a company to starts Lean because they are not aware of the advantages and concepts of Lean, they think that it will burdened them. In turn over, Lean will makes the human's work easier and faster.
So, it is advised to start from top management so that they will give instruction to the workers below. So, as time goes by the operators will understand and they are willing and happy to do Lean project and improvement.
In a corporate or a BPO sector, lean will follow the bottom to top approach, which is a right approach compare to a manufacturing sector.
For example: The Invoicing team generated about invoices in a month. Identification of an lean idea and implementing in the team will impact on about invoices which will save a lot of time for the team and also help increase the productivity in less time.
Lean Thinking should be initiated by the top level management whereas the implementation of lean practices/projects should simultaneously be taken up by the front line operators on the shop floor aided by On-the-Job training. This brings vertical integration of the cultural transformation aligning sponsors with performers. Transformation management sustains stronger and longer when benefits are visible in the system as low hanging fruits are grabbed while practicing along with thinking lean.
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