The first of its kind, this Value Stream Mapping book is written for those in service and office environments who need to streamline operations. Value Stream Mapping is a practical, how-to guide that helps decision-makers improve value stream efficiency in virtually any setting, including construction, energy, financial services, government, healthcare, research and development, retail, and technology. It provides tools to address a wider range of important VSM issues than any other book, including the psychology of change, leadership, creating teams, building consensus, and charter development. Karen Martin is the principal consultant for Karen Martin & Associates, LLC, an instructor for the University of California, San Diego's Lean Enterprise program, and an industry advisor to the University of San Diego's Industrial and Systems Engineering program. Mike Osterling provides support and leadership to manufacturing.