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Source Refrigeration & HVAC, Inc. Holding Effective Kaizen Events

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Source Refrigeration & HVAC, Inc.
Current State Value Stream Map
Service Delivery
Created February 11, 2009
CONFIDENTIAL
Customer
Receive
customer call
Call Center
PT = 2 mins.
%C&A = 60%
Review&
Post Invoices
Posting
Admin
PT = 3 mins.
%C&A = 98%
Batch: 1x/day
0.0833
 hours
2 minutes
2 hours
5 minutes
1.5
 hours
90 minutes
1.25 hours
75 minutes
2 hours
120 minutes
4 hours
5 minutes
10.7
 hours
10 minutes
48
 hours
25 minutes
4 hours
3 minutes
10.7
 hours
10 minutes
2 hours
4 minutes
480
 hours Lead Time = 572 hours
Process Time = 349 minutes
Select &
Dispatch Tech
Dispatcher &
Service
Manager
PT = 5 mins.
%C&A = 60%
Make Repair;
Call to raise
the NTE
Tech
PT = 120 mins.
%C&A = 40%
Complete Call
in GP
Dispatcher
PT = 5 mins.
%C&A = 80%
Review
Service Call
Data
Service
Manager
PT = 10 mins.
%C&A = 50%
Batch: 2x/day
ReviewOpen
Ticket Report
Billing
Admin
PT = 25 mins.
%C&A = 75%
Upload time
card
Tech
PT = 0 mins.
%C&A = 70%
Batch: 1x/day
Close call in
Verisae
Account
Manager
(West)
PT = 1 mins.
%C&A = 90%
Batch: 1x/day
Process Time
Cards
Payroll
Admin
PT = 10 mins.
%C&A = 90%
Batch: 1x/day
Process A/P
A/P
Admin
PT = 15 mins.
%C&A = 85%
Batch: 1x/day
Tech
Assess
Problem
PT = 90 mins.
%C&A = 90%
Tech
Special Order
Part
Tech
Pickup Part
at Parts Store
PT = 75 mins.
%C&A = 95%
Tech
Get Part from
Truck
PT = 0 mins.
120 m.
Great
Plains
Verisae
(Customer)
Review
Invoices;
Close in
Verisae (Pac)
Account
Manager
PT = 10 mins.
%C&A = 85%
Batch: 3-5xper wk
Enter Invoices
into Verisae &
Excel; Mail
Invoices
Billing
Admin
PT = 4 mins.
%C&A = 95%
Batch: 1x/week
Excel
Spreadsheet
(Customer)
40%
Receive
Cash; Post
Payment
Collections
75 m. 120 m. 240 m. 640 m. 6 days 240 mins. 640 m. 120 m. 60 days90 m.5 m.
30%
30%
Supplier
Lead Time to Invoice = 86.2 biz hrs
Lead Time to Cash = 131 biz days
Process Time = 5.8 biz hrs.
ActivityRatio = 6.8%
RFPY = 1.1%
Repair Service Delivery – Request to Cash
Current State Value Stream Map

Publié dans : Business
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