Roadmap lean office english

Lean Six Sigma Learning

© 3M 2008. All Rights Reserved.

THE ROAD MAP

6 STEPS FOR IMPROVEMENTS IN THE OFFICES


© 3M 2008. All Rights Reserved. 2

Identify process and value

Draw current state

Implementation

Draw FutureState

Analyze the wastes

1- Identify what add value to the customers;

2 – Understand the current process3 – Identify wastes;

5 – Draw a high performance processbased on 3 lean solutions

4 – Find the root cause of wastes;

6 – Implement actions and manage to perfection;



FILES

VOC analysis.xls

VOC.xls



Time

Attractives(unknown)

Attractives(unknown)

Performance(Spoken)

Performance(Spoken)

Basic(Expected)

Basic(Expected)

What happens with time?

What happens with time?

Well doneNot done(or done in a bad way)

VOICE OF CUSTOMER

Neutral



INTERPRETING RESULTSFu

nctio

nal p

rese

ntat

ion

POSI

TIVE

(+)

Functional presentation NEGATIVE (-)

SatisfiedCustomer

requirements

Unsatisfied

Neutral

Satisfied

Neutral Unsatisfied

Reverse

?Indiferent

PerformanceAttactive

Basic

Reverse Reverse

?




Draw current state

Implementation

Draw FutureState

Analyze the wastes








UNDERSTAND THE CURRENT PROCESS

Gather people’sactivity information

Voice of CustomerSurvey

CriticalAnalysis

Prioritized &CriticalVSMs

> 70% answers to be trustful

30 days to avoid seasonality



GATHER PEOPLE’S ACTIVITY INFORMATION

Data Gathering - Consolidation.xls

Data Gathering.xls



VALUE STREAM MAPPING

VSM.xls

VSM.pdf

VSM.vsd



WASTES IN OFFICES

BOUNDARY WASTES KNOWLEDGE WASTES PLANNING WASTES



9 WASTES IN OFFICES

REDUNDANT TASKS

POOR QUALITY

LACK OF SYNCHRONISM

WAITING

REINVENTION

LACK OF LEVELLING

USELESS INFORMATION

LARGE BATCHES

STOP AND GO TASKS

BOUNDARYBOUNDARY

KNOWLEDGEKNOWLEDGE

PLANNINGPLANNING




Draw current state

Implementation

Draw FutureState

Analyze the wastes








DMAIC TOOLS (ubertool)

BRAINSTORMING

CHECK-LIST

PRIORITY MATRIX

5W / 1H

PARETTO CHART

CHARTS

ISHIKAWA5W1H



DMAIC TOOLS (ubertool)

Quick Hits Complex

JUST DO IT! PLAN = 5W1H & 5 WHYs

~ 40% of cases ~ 60% of cases



5W1H



5 WHYS



FILES

5W1H5 Whys




Draw current state

Implementation

Draw FutureState

Analyze the wastes








1 – FLOW;

2 – STANDARDIZATION;

3 – QUALITY MANAGEMENT;

3 LEAN SOLUTIONS



FLOW LEVEL THE WORKLOAD;

ELIMINATE INTERRUPTIONS;



LEVEL THE WORKLOAD

• QUESTIONS:• WHAT IS THE CAPACITY OF THE PROCESS?• IS THERE A BOTTLENECK?• IS THERE AN OVERLOAD?• WHAT IS THE RIGHT TIME TO START?• WHO SETS PRIORITY?

DEMAND



BALANCE CHART



BALANCE CHART

Balance chart.xls



INFORMATION FLOWWITH NO HAND OFFS

PROCESS

DEPTSDATA

•PRECIOUSINFORM.;• GOODDECISION

ELIMINATE INTERRUPTIONS



TRADITIONAL PROCESS



LEAN PROCESS



1 – FLOW;



3 LEAN SOLUTIONS



STANDARDIZATION: OFFICE STANDARD WORK INSTRUCTION

Content:

1 – Work flow

2 – Processes Inputs and Outputs

3 – Method: detailed instruction, step by step (element instruction)

SWI.xls



1 – FLOW;



3 LEAN SOLUTIONS



Task Accountability BoardTask Accountability Board

Daily Accountability Routine

Tier 1Tier 1

Tier 2Tier 2

Tier 3Tier 3

Tier 4Tier 4

Supervisor Operators Data acquisition

Superintendent Supervisor Process Eng Maintanance Planning

SuperintendentPlant Manager

Site Manager

Plant Managers

Maintanance Manager

Planning Manager

Gather together the information to share with tier 4

Signatures YYYYY XXXXX XXXXX

7.00 – 8.00 am

8.00 – 8.30 am

9.00 – 9.30 am

9.30 – 10.00 am



LEAN MANAGEMENT

Lean Management.xls



Make easy and widely accessible the comparison of the expected performance versus actual

VISUAL MANAGEMENT



Call Center ManagementVISUAL MANAGEMENT



Delivery IssuesVISUAL MANAGEMENT



Kamishibai – Routine controlVISUAL MANAGEMENT



Action LogVISUAL MANAGEMENT



VISUAL MANAGEMENT

KPIs Visual Management.xls


© 3M 2008. All Rights Reserved.P 40

40

LESSONS LEARNED

Structured meetings with the following targets:

Measure results Focus in facts and data Process analysis Feedback of internal customer Written improvement plan




Draw current state

Implementation

Draw FutureState

Analyze the wastes








FUTURE STATE

• Actions and why are recommended• Countermeasures to the root-cause

CURRENT STATE

•Where are we? •How are we?

•Facts and data

ACTION PLAN

• Which activities are required to reach the target condition?

• Responsible and when?

INDICADORES

• Measurement of impact of the actions in the KPIs

ANALYSIS

•What is the root cause?•What is the restriction?

BACKGROUND / TARGETS

•Historical Context•What is the problem? What is the relation

with the business?

TitleE.O. F. B. M. E. P. P. D. M. A.C.DATE

17/06/08

C. F.

A3 REPORT



FILES

A3 Report Template.xls

A3 Report Example.xls

Roadmap lean office english

Documents

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