Improving Service Quality With Lean Process Tools!1

Topics: Day 1: Historical and Definition of Enterprise Quality           Managing Service Level Agreements (SLAs)           Final Project's activity: Project Ideation activity  Day 2: Lean Process T&T (Tools and Techniques) Final Project's activity: Presentation of proposed Final Term Project Charter Day 3: Six Sigma DMAIC for process improvement Final Project's activity: Weekly update and consultation Day 4: Design For Six Sigma (DFSS - DMADV) for process/product innovation Final Project's activity: Weekly update and consultation

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Topics: Day 5: Six Sigma Program Best Practices and Success Factors Final Project's activity: Presentation of draft version Cause Analysis or System Requirements Day 6: Process Performance Measurement and Balanced Scorecard System Final Project's activity: Weekly update and consultation Day 7: Business Process Management (BPM) Final Project's activity: Weekly update and consultation Day 8: Optimizing Process with Business Process Automation (BPA) Tools Final Project's activity: Updates on the implementation plan or experiment plan Day 9: Review and Consultation on Term Project Paper (1st review) *includes estimated impact Day 10: Final Revalida of Term Project Case Study (Final review)

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Value Stream MappingA Popular Lean Process Tool

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Value Stream Mapping

• Also called as VSM

• Tool for identifying process wastes and bottle necks

• Uses process data for identifying how to improve value stream performance

• ie. Leadtime or Turn Around Time, WIP, Quality and Productivity

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Value Stream Mapping

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VSM Commonly Used Symbols

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Available also in Microsoft Visio

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Can you interpret this VSM?

Value Stream Mapping Method

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Define the Value Stream

Draw the Current State

Draw the Future State

Create Improvement Plan

Implement the plan

Identify the gaps

Monitor & Control results

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Whose perspective do we capture in VSM?

Lean Process Improvement Techniques

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"Design for Six Sigma + Lean Toolset", Stephen Lunau et al, Springer Publishing, 2009

lean Process Improvement Techniques

Workplace 5S

7 Process Wastes

Floor Layout Analysis

Capacity and Queueing

Process Mapping

VA/NVA Analysis

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Workplace 5S

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• Sort

• Systematize

• Sweep

• Standardize

• Self-Discipline

7 Process Wastes (TIMWOOD)

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7 Process Wastes (TIMWOOD)

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Value Add Non-Value Add

Typically 95% of the total processing time is non-value add

Floor Layout Analysis (Spaghetti Diagram)

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Capacity and Queuing

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Capacity and Queuing

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Capacity and Queuing

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Process Map & Processing Time Value Analysis

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Updates on the Term Project Paper

Due next week May 11, 2013

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Final Term Project's Charter

• Business Case

• Problem Statement, Historical Trend

• Goal or Objective

• Timeline

• Methodology

• Members and Stakeholders

• Scope

• Risks

• Budget

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