CRYSTAL BAILEYNORTHWESTERN MICHIGAN COLLEGE, HAGERTY CENTER

Lean Office ChampionNorthwestern Michigan College

Winter 2012

The Project:

Hagerty Center Wedding Events Process

Purpose: Streamline event processes Events are low volume, but are most

time consuming Weddings are generally have the

highest revenue

Value Stream Manager: Chad Schenkelberger

Team Members: Crystal Bailey, Carla Waite, Trisha

Farrier, Jo Gallegos, Chad Schenkelberger, Nate Glidden, Coburn MacNaughton, Scott Williams

Project Metrics and Targets

Decrease Lead time on receipt of information from clients

Measure effectiveness and satisfaction through post event client survey

• CURRENT STATE VALUE STREAM MAP

• VISUAL COMMUNICATION

• STANDARD WORK

• FUTURE STATE VALUE STREAM MAP

• IMPROVEMENT PLAN

Project Deliverables

The Gemba

The Gemba

The Staff

The Staff

Current State Value Stream Map

• Identify The Steps

• Collect The Data

• CT• LT• WIP• TECH• % C/A

Current State Value Stream Map

Current State Value Stream Map

Current Value Stream Map Reflection

Process was completed in only two separate sessions, 2 hours each.

We knew that much time was spent on detailing step, and numbers showed us exactly that: LT = 2 months to 10 months

It is clear that our focus for future state will need to involve our Detailing step

SORTSET IN ORDERSHINESTANDARDIZESUSTAIN

Five “S” Projects

Before After #1

5 s Project – HC Service Hall

After #2 After #3

5 s Project – HC Service Hall

BeforeAfter – we cleared an entire shelf!!!!!

5 s Project – HC Service Hall

Project Reflection

Reorganization of the service hall overall was greatly needed, but was not well received; lack of buy in!

One of the key people that was invited did not come, and the result therefore was great resistance.

If I could do it all over again…….. All staff meeting with communication of support from

the top Education of 5S with key people prior to start of

project

This idea was formed by our LEAN class. The purpose is to “see” where a wedding event is located within the process as a whole.

VISUAL

COMMUNICATION

This idea also came from our LEAN class. The purpose is to keep track of the receipt of client deposits and contracts

VISUAL

COMMUNICATION

Tracking Event Deposits through GMAIL Calendar

This is the visual board we currently use for tracking event deposits and contracts. Events that need a deposit and or contract are posted in green on the calendar, on the day they are due.

The standard format for naming:

Contract/Dep – Organization & Date

Once all items are received, the tracking post is deleted from the calendar.

Close Up of GMAIL tracking calendar

Contract & Deposit Folder

This folder is utilized in conjunction with the GMAIL tracking calendar.

Once an event folder has all necessary items, it is removed from the yellow folder and filed in the general section according to the month and date of the event.

Visual Communication Reflection

GMAIL and folder works very well for the Team.

Old process was “out of sight, out of mind”. The folder and calendar both make it clear to see what we documents we need for our event reservations and the date these items are due.

Reminders are sent in a more timely manner

Lead Time for receipt of items has greatly improved

Standard Work Instructions

HC Calendar Posting Guidelines

• These are posted at each computer station.

• Green items are due dates for contracts/deposits/pre-event payments.

• Blue events are confirmed events

• Orange events are HOLD events

• Yellow events are complete and invoiced

Standard Work InstructionsThe procedures on the left are posted on our fax machine for all to see.

The template on the left is our standard wedding email template; this is sent to clients when we send them their reservation contract. The grey boxes indicate areas to enter information.

Standard Work Reflection

I Love, Love, Love Standard Work!!!!!

Other examples of implemented standard work instructions: Purchasing Order Procedures Hagerty Deposit Procedures Event Security Needs Email Template General Events Email Template Contract/Deposit Due Reminder Email Template Payroll procedures Event workbook procedures

Future State Value Stream Map

Identify the Steps: Value Added (Pink) Non-Value Added but Necessary (Yellow) Kaizen Bursts (Pink above main flow)Focus on Opportunities

Future State Value Stream

Map

The Action Plan:

• Identify Tasks

• Who is responsible

• Due Date

Future Value Stream Map Reflection

Our process is either non-value added but necessary or value added….it was hard to identify any current steps that could be eliminated

The BIG QUESTION we kept asking…….things are changing a lot, so are we getting information too soon from clients? Proposed implementation of event timeline. Client can see what we expect of

them and information can be received when we need it, not too soon when it’s likely to change.

Create a packet specific to our wedding clients – “Bridal Packet”. The idea is to anticipate their needs and give them all sorts of information as soon as they book.

Utilize our S:/Drive wedding folders as a communication hub. House a details folder within each wedding folder that contains important information from client emails. The goal is to keep it electronic and make the information accessible to the whole team.

Other InnovationsThis is my visual board that hangs in my office space.

Tasks that are permanent are listed in label tape. Tasks that come up through the day are listed on sticky notes and posted on a day according to my schedule.

The idea is that anyone can see the permanent tasks I have on a daily and or monthly basis.

Other Innovations

5S in Action:

AFTER pictures of the 5S project on our front office storage cabinet

Other Innovations

5S in Action:

AFTER pictures of the 5S project on our front office space

Labels were used both inside and outside.

Other InnovationsEvent Workbook Contract Page:

This is my favorite project so far. I say “is” because as we evolve, it will also have to evolve.

Messages within the workbook cells inform the user of what information to enter and in what order and format.

Other InnovationsEvent Workbook Estimate Page:

Information is connected directly to the Contract page by formulas.

Highlighted cells indicate necessary items to be entered.

Other InnovationsEvent Workbook Function Page:

Information here is also connected directly to the Contract page by formulas.

Several other Function sheets are “hidden” within the workbook for events that span multiple days.

Other InnovationsEvent Workbook Invoice Page:

Information is connected directly to the Estimate page by formulas.

This has significantly increased the speed at which invoices are completed:• The estimate provides all

the pricing details for the event.

• Redundancy of retyping information into the invoice has been eliminated 90% of the time.