Procter & Gamble 
Intermediate level
Value Stream 4 Extended Enterprise

Expanding lean into the vertical

Thursday, Oct. 22 Location Code
10:45am-11:45am Room 203/204, 2nd floor ThP/46

Double-digit improvement isn’t just for manufacturing

Deliver outstanding results, enterprise-wide, by applying lean strategy, principles and tools beyond manufacturing; build an integrated, end-to-end approach to deliver exceptional results; develop a lean culture within individual organization nodes to drive stable, predictable processes/capabilities.


Dive into specifics of a tailored lean approach and toolbox in non-manufacturing “vertical” organizations, as well as integration and synchronization across the end-to-end value stream. Achieve higher levels of quality and service at lower cost, enabling your organization to beat fierce competition for customers. Learn how to improve performance beyond manufacturing, in support functions such as customer service, transportation and distribution centers. Integrate the supply network to deliver breakthrough results by building a lean culture, approach and capabilities within individual (vertical) organization nodes. Realizing the need to strengthen its capability for driving reliability/stability, predictability and agility, P&G’s North American customer service operation has significantly progressed during the past several years. Hear about advances in results, culture and capability: a 40 percent reduction in operating costs and headcount, a 30 percent decrease in its management to non-management ratio, a 35 percent service level increase for vendor-managed inventory and a 21 percent decrease in order processing interventions. Learn how to improve employee satisfaction and integrate key lean tools, strategies and principles into your organization’s DNA.


Procter and Gamble is a leading global consumer product company that started in 1837. It has 23 brands with annual sales at more than $1 billion and total company sales more than $80 billion. Headquartered in Cincinnati, OH, the company offers beauty, health, home and other products that make every day a little easier for consumers around the world.

Speaker: Laurie El-Naggar

Laurie El-Naggar is the North American customer service operations capability manager for Procter & Gamble. She joined the company 28 years ago after graduating from the University of Notre Dame with a B.S. degree in chemical engineering. She has focused on practicing and leading continuous improvement/lean in manufacturing and non-manufacturing environments including R&D, engineering and supply chain. She is involved in P&G’s global efforts to standardize its approach to CI and lean in non-manufacturing organizations.