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Host: Mark Graban
VP of Customer Success
mark@kainexus.com
@markgraban
Presenter: Dan Markovitz
Author & Consultant
dan@markvovitzconsulting.com
@danmarkovitz
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http://www.markovitzconsulting.com/
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JargonJapanese
Toyota
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1. Commit to improvement
2. Increase value. Don’t cut
costs.
3. Think horizontally.
4. Standard work.
5. Visual management.
6. The coaching triangle.
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Drive out fear, so that everyone
may work effectively for the
company.
- W. Edwards Deming
“
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1. Commit to improvement
2. Increase value. Don’t cut
costs.
3. Think horizontally.
4. Standard work.
5. Visual management.
6. The coaching triangle.
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Sustained
(10%)
Regressed
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I thought we were supposed to
come up with ideas for reducing
costs. I couldn’t think of any. But
when you explained that kaizen
was about saving time, making our
work easier, and improving patient
care, I realized I had a lot of ideas
after all.
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Who am I to tell the customer his jacket is ugly?
- Ed Schmults, CEO, Wild Things Gear
“
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Bilder & De Clercq (Amsterdam)
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Bespoke Bicycles (London)
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After
Before
MRI WaitTime (Weeks)
2 weeks
Revenue: + $5M
16
weeks
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Function Sample Process Metrics
HR · # of times an interview was rescheduled
· % of new hires that have everything ready
on their first day (computer passwords,
keys, etc.)
Surgery (healthcare) · hospital acquired infection rate
· OR utilization rate
· # of times procedures were
delayed/rescheduled due to incorrect
patient prep
Product development · # of spec changes after finalization
· % of sales samples delivered on time
· time from concept to first prototype
Customer service · customer satisfaction
· time required to respond to inquiries
· customer renewal rate
Manufacturing line · machine downtime
· defect rate
Finance · % of A/R less than 90 days
· time to cash
Process-Oriented KPIs
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1. Commit to improvement
2. Increase value. Don’t cut
costs.
3. Think horizontally.
4. Standard work.
5. Visual management.
6. The coaching triangle.
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Marketing
Design
Development
Engineering
Purchasing
Logistics
Product for all customers
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Sales/Customer Service/
Marketing/Logistics/etc.
Customer
type
1
Customer-
specific
strategy
Customer-
specific KPIs
Sales/Customer Service/
Marketing/Logistics/etc.
Customer
type
2
Customer-
specific
strategy
Customer-
specific KPIs
Sales/Customer Service/
Marketing/Logistics/etc.
Customer
type
3
Customer-
specific
strategy
Customer-
specific KPIs
Watch this webinar
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1. Commit to improvement
2. Increase value. Don’t cut
costs.
3. Think horizontally.
4. Standard work.
5. Visual management.
6. The coaching triangle.
Watch this webinar
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Choice is Paralyzing
# of choices (to-do list)
Ability to
choose & act
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1. Commit to improvement
2. Increase value. Don’t cut
costs.
3. Think horizontally.
4. Standard work.
5. Visual management.
6. The coaching triangle.
Watch this webinar
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Master
Schedule
Critical
Milestones
Working
Milestones
Parking Lot (waiting to be
placed in a specific week)
Standard Colors Indicate Who is Responsible (Blue = Hixson,
White = Client, Pink = Vendor, Yellow = Deliverable Date)
Planning Horizon Demarcation Line
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1. Commit to improvement
2. Increase value. Don’t cut
costs.
3. Think horizontally.
4. Standard work.
5. Visual management.
6. The coaching triangle.
Watch this webinar
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You can’t just send a memo.You’ve
got to lead it. Show them by
example, do it on the shop floor.
Learn by doing.
- Art Byrne,
The LeanTurnaround
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Company
President
Watch this webinar
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The most powerful improvement
tool we have is our employees’
brains.
- Carolyn Brodsky,
Sterling Rope
Watch this webinar
Watch the Webinar
Building the Fit Organization
Bridging the Gap: How
to Turn Ideas into
Improvements
To learn about turning
ideas into improvements,
watch the full webinar:
Watch Now
Other Resources
Upcoming Webinars
KaiNexus Blog
Continuous Improvement eBooks
Thanks!
• Web:
– www.kainexus.com
– blog.kainexus.com
– www.markovitzconsulting.com
• Past Webinars:
– www.kainexus.com/webinars
• Social media:
– www.twitter.com/kainexus
– www.linkedin.com/company/kainexus
– www.facebook.com/kainexus
Mark Graban
@MarkGraban
mark@KaiNexus.com
Dan Markovitz
@danmarkovitz
dan@markovitzconsulting.com
(917) 364-1864
Brought to you by
www.kainexus.com

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