A public-sector journey to lean: fighting muda in times of muri

225 Pages·2019·5.558 MB·English

by  McGovern, Kate

A Public-Sector
Journey to Lean

A Public-Sector
Journey to Lean
Fighting Muda in Times of Muri
Kate McGovern M.P.A., Ph.D.
First edition published in 2019
by Routledge/Productivity Press
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Library of Congress Cataloging-in-Publication Data
Names: McGovern, Kate, author.
Title: A public-sector journey to lean : fighting muda in times of muri /
Kate McGovern.
Description: 1 Edition. | New York : Taylor & Francis, [2019] | Includes
bibliographical references and index.
Identifiers: LCCN 2018030487 (print) | LCCN 2018033633 (ebook) | ISBN
9781351008242 (e-Book) | ISBN 9781138542754 (hardback : alk. paper)
Subjects: LCSH: Government productivity—Measurement. | Six sigma (Quality
control standard)
Classification: LCC JK1525.P67 (ebook) | LCC JK1525.P67 M34 2019 (print) |
DDC 352.3/57—dc23
LC record available at https://lccn.loc.gov/2018030487
Visit the Taylor & Francis Web site at
http://www.taylorandfrancis.com
and the CRC Press Web site at
http://www.crcpress.com
This book is dedicated to Sam McKeeman who
started us on our Lean journey.
With grateful acknowledgment of all the amazing public servants who have
contributed to this story. Thank you for being an inspiration. Lean on!

Contents
About the Author ................................................................................xiii
Introduction to Lean, Muda, and Muri ..............................................xv
Chapter 1 Getting Started ...................................................................1
Introduction to Lean ....................................................................1
Starting the Journey .....................................................................2
Nonstandard Work .......................................................................8
Summary of Lessons Learned .....................................................9
Applying the Lessons .................................................................11
Chapter 2 Follow the Yellow Belt Road ............................................13
Part I. Agenda for the 3-Day Lean Yellow Belt Class ............14
Part II. Overview of the Yellow Belt Program ........................16
The Alignment of Responsibility and Authority at
the Lowest Possible Level ......................................................17
Kaizen ......................................................................................18
The Eight Wastes ....................................................................18
Part III. Lean Principles and Techniques for a Basic
Kaizen Mapping Project ............................................................19
Chartering ..............................................................................20
Description of Team Roles ....................................................21
Ground Rules ..........................................................................22
Process Mapping ....................................................................24
Mapping with Colors, Symbols, and Definitions ..............25
Calibration Meetings .............................................................26
Metrics and Data Sheets........................................................27
Value Assessment ...................................................................29
Summary Table ......................................................................29
Responsibility to Ask, “Why?” ............................................30
Designing and Mapping the Future State .........................30
Implementation Plan .............................................................32
Communication Plan ............................................................33
Preparing the A3 Report .......................................................33
vii
viii • Contents
“The Sell”—Lean Team Report to the Sponsor ................34
Project Implementation .......................................................34
Moving Forward with Lean after Completing the
Yellow Belt Program ...................................................................36
Summary of Lessons Learned ...................................................36
Applying the Lessons .................................................................37
Chapter 3 You’re the Night Shift ......................................................39
#1 Lean = Brown Paper, and Colorful Sticky Notes …
Or Does It? ...................................................................................41
#2 Rogue Energy is Unsustainable. A Lean Initiative
Needs Infrastructure .................................................................42
From a Support Group to a Community of Practice .............45
Agency Lean Coordinators .......................................................49
Summary of Lessons Learned ...................................................51
Applying the Lessons .................................................................52
Chapter 4 Go for the Green Belt .......................................................55
Green Belt Program ...................................................................55
Program Requirements ........................................................56
Class Topics ................................................................................56
Overview of the Program ..........................................................57
Module I—Facilitation Skills ....................................................59
Qualities of a Good Facilitator .............................................59
Team Dynamics and Decision Making ..............................59
Group Dynamics and Personality Types ...........................60
Strategies and Techniques for Facilitators ..........................61
Facilitating Problem Situations ............................................62
Guiding the Team to Consensus .........................................63
Module II—Facilitating a Kaizen Event .................................64
Facilitator’s Responsibilities Pre-event ...............................65
Facilitator’s Responsibilities Post-event .............................66
Overview and Summary ......................................................66
Sample Lean Project Schedule .............................................67
Lean Facilitator Checklist .........................................................68
Module III—Change Management and Lean
Management ..............................................................................69
Contents • ix
Managing Change ..................................................................71
Topics for In-class Discussion or Homework .........................72
Module IV—Lean Tools, Skills, and Resources......................73
Terminology ...........................................................................74
Video and YouTube Clips .....................................................74
Process Mapping Software ...................................................75
Completing the Green Belt Program .......................................75
Exercise ....................................................................................75
Summary of Lessons Learned ...................................................76
Applying the Lessons .................................................................76
Chapter 5 How to Get Away with Muda ..........................................79
Summary of Lessons Learned ..................................................86
Applying the Lessons ................................................................86
Chapter 6 Six Sigma vs. Six Signatures and Six Weeks ...................89
Metrics vs. “It’s Much Better” ..................................................90
The Out-of-State Travel Process as a Hypothetical Project ......91
Lean Tools for Analysis ..............................................................93
Pareto Charts...............................................................................94
Suppliers-Inputs-Process-Outputs-Customer (SIPOC) ........98
Summary of Lessons Learned ................................................100
Applying the Lessons ...............................................................101
Chapter 7 Lean for Leaders .............................................................103
Bureaucrazy ...............................................................................103
Lean for Leaders Workshop ....................................................105
Part I: Overview of Lean ..........................................................106
Part II: Roles and Responsibilities in a Lean
Organization ...........................................................................106
Roles for Leaders ..................................................................106
Exercise #1: Purpose and Process ......................................107
Roles for Managers ..............................................................107
Roles for Employees .............................................................107
Roles for Lean Practitioners ...............................................108
Exercise #2: List Your Top Two Priority Projects ............108
Part III: Manager’s Role in Sponsoring Kaizen Events .......108