service blueprint (2.0) workshop- designing a seamless...
TRANSCRIPT
Rex Tuozo “The Six Sigma Guy”Six Sigma PH | [email protected] | +63917-100-4004Certified Six Sigma Master Black BeltCertified Change Management FacilitatorCertified Industrial Engineer
SERVICE BLUEPRINT (2.0) Workshop-Designing a Seamless Service Process
Training Objectives
As a result of this session, you shall:
1. Learn what is Lean Six Sigma
2. Create a Six Sigma PH’s Service Blueprint (2.0)
3. Have fun!
Six Sigma PH | [email protected] | +63917-100-4004
Six Sigma PH | [email protected] | +63917-100-4004
MISSION:
To make Lean Six Sigma
Simple & Practical to make it effective
for Service Industry.
The Six Sigma Boat
Six Sigma PH | [email protected] | +63917-100-40045 Yellow Belt (Wave 75)
xx
5 Yellow Belt (Wave 75)
Process Life Cycle
Six Sigma PH | [email protected] | +63917-100-4004
•Process Metrics Monitoring (BSC)
•Ops & Financial Risks Audits
•Business Continuity Plan
•Career Lattice/ Succession Plan
•5S Program
•Process management control system
1. Kaizen (Quick improvements)- PDCA
2. LEAN SIX SIGMA- DMAIC (recurring problems)
3. Project Management- IT System Enhancements
•Policies and Procedures Management
•Process Mapping
•Resource Planning
•Metrics Development (VOC->CTQ)- BSC
•Setting up of Ops and Financial Risks/
Control
2. Process Management
1. Process Design
3. Process Improvement
Lean Six Sigma is a BIG Toolbox
Six Sigma PH | [email protected] | +63917-100-4004
Service Blueprint (2.0)
Six Sigma PH | [email protected] | +63917-100-4004
STEP 1: Select a Product/ Service.
STEP 2: Select a Scenario.
STEP 3: Invite key stakeholders.
By groups of 7
Enter
Starbucks
Order &
Pay Drink
Claim
DrinkSit Down
Drink
CoffeeExit
Starbucks
Customer
Journey
Physical
Evidences
Sign
Door
Ambiance
Coffee smell
Employees
Other customers
Menu
Goods display
Sound of Machines
POS Machine
Receipt
Barista
Drink
Sugar, straw, etc.
Napkins
Tray
Chairs
Tables
Cleanliness
Other customers
Coffee
Taste
Chatting customers
Ambiance
Trash can
Door
5 secs 3 mins 3 secs 3 secs 15 mins 5 secs
2 mins 5 mins 30 secs 3 secs 3 secs
SUMMARY BOX Total %
Total Waiting Time 7 mins (420 secs) 69%
Total Processing Time 3 mins & 8 secs (188 secs) 31%
Cycle Time 10 mins & 8 secs (608 secs) 100%
5 senses:• See• Hear• Smell• Touch• Taste
Enter
Starbucks
Order &
Pay Drink
Claim
DrinkSit Down
Drink
CoffeeExit
Starbucks
Customer
Journey
Physical Evidences
5 secs 3 mins 3 secs 3 secs 15 mins 5 secs
2 mins 5 mins 30 secs 3 secs 3 secs
Target5 mins
Frontline(Employees
or IT system)
______ ______ ______ ______ ______ ______
Guard greets
customerTake order
Clean
tables
Prepare &
give drink
BackofficeOrder
supplies
Support POS
System
Vendor
Management
OfficeVendors Marketing HR
Facilities
Management
Garbage
disposal
______ ____________ ______ ______
Collect
payment
Line of visibility
Line of internal interactions
Line of interactions
Store
Accounting
Store
Marketing
Enter
Starbucks
Order &
Pay Drink
Claim
DrinkSit Down
Drink
CoffeeExit
Starbucks
Customer
Journey
Physical Evidences
5 secs 3 mins 3 secs 3 secs 15 mins 5 secs
2 mins 5 mins 30 secs 3 secs 3 secs
Frontline(Employee/s
or IT system/s)
______ ______ ______ ______ ______ ______
Guard greets
customerTake order
Clean
tables
Prepare &
give drink
BackofficeOrder
supplies
Support POS
System
Vendor
Management
OfficeVendors Marketing HRHR
Facilities
Management
Garbage
disposal
______ ____________ ______ ______
Collect
payment
Line of visibility
Line of internal interactions
Line of interactions
AccountingStore
Marketing
Enter
Starbucks
Order &
Pay Drink
Claim
DrinkSit Down
Drink
CoffeeExit
Starbucks
Customer
Journey
Physical Evidences
5 secs 3 mins 3 secs 3 secs 15 mins 5 secs
2 mins 5 mins 30 secs 3 secs 3 secs
Frontline(Employee/s
or IT system/s)
______ ______ ______ ______ ______ ______
Guard greets
customerTake order
Clean
tables
Prepare &
give drink
BackofficeOrder
supplies
Support POS
System
Vendor
Management
OfficeVendors Marketing HRHR
Facilities
Management
Garbage
disposal
______ ____________ ______ ______
Collect
payment
Line of visibility
Line of internal interactions
Line of interactions
AccountingStore
Marketing
R2R1
R3 R4
R5
C1 C2
C3
Process Life Cycle
Six Sigma PH | [email protected] | +63917-100-4004
2. Process Management
1. Process Design
3. Process ImprovementService Blueprint (2.0)
Service Blueprint (2.0)
Service Blueprint (2.0)
Q1: When to use Service Blueprint (2.0)?
Q2: When BEST to use Service Blueprint (2.0)?
Group Debrief (Select & share 1):
1. How would it help you deliver a seamless
customer experience?
2. Insights in creating a Service Blueprint (2.0)?
Six Sigma Secret Handshake.
Rex Tuozo “The Six Sigma Guy”Six Sigma PH | [email protected] | +63917-100-4004Certified Six Sigma Master Black BeltCertified Change Management FacilitatorCertified Industrial Engineer
Thank you.