Rather than focusing on meeting departmental objectives and KPIs, organizations need to collaborate better along value streams and understand how they create value customer to customer. Value is defined by your customers, therefore Value Stream Mapping done from their perspective will help you identify unnecessary activities (waste) as well as partially done work (WIP) and other improvement opportunities in your operations. Value Stream mapping is most powerful if it is done by the team working on the stream, in a transparent, visual way, focusing on the AS-IS practice of how you do things today. For best results, arrange a neutral facilitator to run the session.
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Think Like a Customer - Value Stream Mapping to See Waste and Value
1. THINK LIKE A CUSTOMER
Andrea Darabos
Business Improvement Consultant, Coach
Andrea@leanadvantage.co.uk
Phone: +44 793 604 1196
LEAN ADVANTAGE Ltd.
2. At LEAN ADVANTAGE, our Mission is to
help create learning, continuously improving
organizations and value streams.
Not building the product/serivice right
Why Lean Advantage? LEAN ADVANTAGE Ltd.
Not building the right product/service
60% of employees are disengaged at work
18. The Problems we discovered
• Customers complained about
long repair lead times
(long tail distribution with 40% of work
beyond expectations)
• The customers wanted better visibility of
where the units are in repair and what is
happening to them
Then we reflected on this feedback…
• We had very little visibility ourselves of
the WIP in the process
• Had no idea where the bottlenecks were
• People working with repairs were very
busy managing work but customer
escalations were common
• We did not feel good ownership of the
service (low morale)LEAN ADVANTAGE Ltd.
After the Customer Interviews
19. LEAN ADVANTAGE Ltd.
The Repair Value Stream AS-IS
When we started,
We had very little
data on our own process
(cycle times, what is
value-adding, etc.)
20. Value Stream Notation
20
Source: The green book in the end of this ppt.
Timeline calculations and notation:
Source and see more: MINITAB http://bit.ly/1q8mZYK
I used the same notation in the examples.
21. LEAN ADVANTAGE Ltd.
1, What happened Next?
More about this story and
• Plan Do Check Act on a Value Stream
• How to visualize the Value Stream and Empower the Team with
KANBAN
• PDCA deployment – i.e. transparency around improvements in
the company via KANBAN…
on our upcoming webinar 9th July, 11 BST.
Register now and send your questions in advance.
26. ANY THOUGHTS, QUESTIONS?
Feel free to ping me
on the contacts below
Andrea Darabos
Business Improvement Consultant, Coach
Andrea@leanadvantage.co.uk
Phone: +44 793 604 1196
Twitter: @adarabos
Slideshare:/andreadarabos79
LEAN ADVANTAGE Ltd.