The Complete Lean Enterprise: Value Stream Mapping for Administrative and Office Processes

166 Pages·2004·2.82 MB·English

by  Beau Keyte

Beau Keyte and Drew Locher
copyright

Dedication
Thanks to my dad and Debi, whose constant love and support have carried me
through these years and allowed me to chase my dream. And, thanks to my great
clients who have worked with us to implement fundamental new thoughts and
actions.
-Beau Keyte
To Eileen, without your love and support I could never succeed. Thanks to all of
the companies with whom I have workedyou are the true innovators.
-Drew Locher
To everyone at the Lean Enterprise Institute and the Lean Enterprise Academy
for giving us the opportunity, time and support in testing these new waters.
Special thanks to John Shook and Mike Rother for paving the way.
Whenever there is a product for a customer, there is a value stream. The
challenge lies in seeing it.
-Mike Rother and John Shook, Learning to See
When you have learned to see value streams in individual facilities, it's time to
see and then optimize entire value streams from raw material to the customer.
-Dan Jones and Jim Womak, Seeing the Whole
When you have learned to see the "raw material to the customer" value stream,
it's time to see, challenge, and optimize how the rest of the enterprise supports
the core value stream.
-Beau Keyte and Drew Locher

Contents
Foreword ix
Introduction xi
Chapter 1: Applying Value Stream Mapping to Information
Management 1
Applying Value Stream Mapping to Non-production Areas 3
Purpose of the Case Study 4
Chapter 2: Getting Started: Mapping Office Value Streams 5
Understanding Value Stream Mapping Basics 6
Scoping the Selected Value Stream and Choosing the Mapping Team 8
Chapter 3: Identifying Office Wastes 15
Determining Value from Waste in Administrative Activities 16
Chapter 4: ABC Design's Lean Transformation in the Production Area 19
Chapter 5: Assessing the Office Current State 23
Step 1: Document Customer Information and Need 24
Step 2: Identify Main Processes (In Order) 24
Step 3: Select Process Metrics 25
Step 4: Perform Value Stream Walk Through 33
Step 5: Establish How Each Process Prioritizes Work 33
Step 6: Calculate System Summary Metrics 34
Chapter 6: Designing the Current State Map for ABC Design 37
Step 1: Documenting Customer Information and Need 38
Step 2: Identifying Main Processes (In Order) 39
Steps 3 and 4: Selecting Process Metrics and Filling In the Data Boxes 40
Step 5: Establishing How Each Process Prioritizes Work 46
Step 6: Calculating System Summary Metrics 47
Reflecting on the Current State Map 50
Chapter 7: Thinking Lean at the Functional Level 55
Sales, Marketing, and Operations 56
Order Processing 57
New Product Design 59
Inventory Control 60
Purchasing and Inventory Management 61
Scheduling and Production Control 62
Quality Management 63
Cost Accounting 64
General Accounting 65
Human Resources 66
Chapter 8: Designing a Future State 67
Question 1: What Does the Customer Really Need? 68