The complete lean enterprise: value stream mapping for office and services PDF
Preview The complete lean enterprise: value stream mapping for office and services
Lean Methods / Office – Service Industry Processes K E Y T E • L O C H E SECOND EDITION R The Complete Value Stream Mapping Lean Enterprise for Office and Services Beau Keyte and Drew A. Locher have accomplished an ambitious task—one that can benefit anyone concerned with creating maximum value for customers with as little waste as possible. ... Beau and Drew expand the use of the now-proven Value Stream Mapping (VSM) tool to indirect support operations and services—locations and sources of so much waste. ... You could find no two more experienced guides T H for this journey than the well-traveled Beau and Drew.” E —From the Foreword by Dan Jones and John Shook C O M The first edition of this book won a Shingo Prize for Excellence in Manufacturing P Research, and now, following in the tradition of its bestselling predecessor, The L E Complete Lean Enterprise: Value Stream Mapping for Office and Services, T Second Edition details a robust step-by-step approach for implementing Lean E initiatives in the service industry and office environments. L E A A must-read for those looking to maximize the value they provide their custom- N ers, this new edition describes how to better align value stream improvements E to strategic needs. In addition, it engages the entire organization in experimen- N T tation and connects a new management system with tiered visuals in support of E leader standard work. R Second Edition P R Providing improved ways to involve your organization in transformation and to I sustain your efforts, the book expands beyond the “tools focus” to challenge S The Complete E your organization to think and act differently to change it’s culture of your organization as you become more effective and efficient. This updated edition of a Shingo Prize Winner Lean Enterprise • Features new critical steps in planning and preparing for VSM events • Contains new content and examples from the service industry, including healthcare • Provides a new examination of future state mapping • Details methods for engaging an entire organization in continuous improvement by focusing on socialization • Discusses the use of experiments to “learn your way” to a future state S Value Stream Mapping for Office and Services • Provides examples of tiered visual management and demonstrates the E C O principles of a Lean management system N D E D IT IO Beau Keyte • Drew A. Locher N K21494 ISBN: 978-1-4822-0613-5 90000 9 781482 206135 Second Edition The Complete Lean Enterprise Value Stream Mapping for Office and Services Second Edition The Complete Lean Enterprise Value Stream Mapping for Office and Services Beau Keyte • Drew A. Locher Boca Raton London New York CRC Press is an imprint of the Taylor & Francis Group, an informa business A PRODUCTIV ITY PRESS BOOK CRC Press Taylor & Francis Group 6000 Broken Sound Parkway NW, Suite 300 Boca Raton, FL 33487-2742 © 2016 by Taylor & Francis Group, LLC CRC Press is an imprint of Taylor & Francis Group, an Informa business No claim to original U.S. Government works Version Date: 20150629 International Standard Book Number-13: 978-1-4822-0614-2 (eBook - PDF) This book contains information obtained from authentic and highly regarded sources. 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And to all the organizations I’ve worked with that implicitly provided learning laboratories to move our collective thinking forward. Beau Keyte To my wife Eileen, who has stood by me for all these many years. You have always been supportive through all of the time away from home and through the good times and bad. I love, respect, and appreciate you. Thank you for being there with me on life’s journey. Drew A. Locher Contents Foreword .................................................................................................xi Acknowledgments .................................................................................xiii Authors ................................................................................................... xv Introduction .........................................................................................xvii 1 Applying Value Stream Mapping to Information Management .........1 Applying Value Stream Mapping to Office and Service Processes ..................2 Purpose of the Case Study ................................................................................4 2 Getting Started: Mapping Office and Service Value Streams ............5 Understanding Value Stream Mapping Basics ...................................................7 It’s about Agreeing!.........................................................................................7 Service Lines ...................................................................................................8 Preparation .....................................................................................................8 Current State ...............................................................................................8 Future State ...............................................................................................9 Planning ..........................................................................................................9 Implementation ..............................................................................................9 Getting Started: Scoping the Selected Value Stream and Choosing the Mapping Team ...........................................................................................10 Align Effort and Select a Value Stream: Leadership “Catchball” with the Redesign Teams .....................................................................................10 Determine a Manageable Boundary ............................................................11 Choose the Value Stream Team ...................................................................13 Value Stream Manager ..............................................................................13 Cross-Functional Team Members ..............................................................14 Capture the Scoping Thoughts and Agreements on an SIPOC Diagram .....................................................................................................14 Get Input from a Broad Spectrum of Colleagues within the Identified Service Line ...................................................................................................14 3 Identifying Office and Service Waste ...............................................17 Determining Value from Waste in Office and Service Activities .....................17 vii viii ◾ Contents 4 Introduction to the Quick Loan Bank Case Study ........................... 21 Scoping .............................................................................................................22 5 Assessing the Current State ............................................................. 25 Step 1: Document Customer Information and Needs .....................................26 Step 2: Identify the Main Processes (in Order) ...............................................26 Step 3: Select Process Metrics ..........................................................................27 Time ..............................................................................................................28 Process Time ............................................................................................29 Lead Time .................................................................................................29 Percent Complete and Accurate ...................................................................30 Number of Iterations ....................................................................................30 Typical Batch Sizes or Practices ....................................................................31 Demand Rate .................................................................................................31 Number of People ........................................................................................32 Queues..........................................................................................................33 Information Technology Used .....................................................................33 Keys to Selecting Process Metrics ................................................................34 Step 4: Perform Value Stream Walk-Through ..................................................34 Step 5: Establish How Each Process Prioritizes Work ....................................35 Step 6: Calculate System Summary Metrics .....................................................36 Step 7: Socialize the Map with Others Working in the Value Stream ............37 6 Quick Loan Bank Current State .......................................................41 Drawing the Current State Map .......................................................................41 Step 1: Document Customer Information and Needs .................................41 Step 2: Identify the Main Process Boxes (in Order) ...................................42 Step 3: Select Process Metrics ......................................................................43 Step 4: Perform Value Stream Walk-Through, Fill In Data Boxes ..............44 Step 5: Establish How Each Process Prioritizes Work.................................45 Step 6: Calculate the System Metrics for the Value Stream ......................... 45 Step 7: Socialize the Current State Map .......................................................47 7 Designing a Future State ................................................................. 51 Question 1: What Does the Customer Really Need? ......................................52 Breaking Down Future State Thinking: Chunking the Map with Purpose ................................................................................................53 Establishing Customer Requirements Using Chunks ..................................55 Step 1: Identify, Draw, and Label the Chunks .........................................55 Step 2: Define and Document Requirements at Each Chunk Interface ...................................................................................................56 Step 3: Decide on How Many Chunks You Want/Need to Redesign ....57 Question 2: Which Steps Create Value and Which Generate Waste? .............58 Question 3: How Can Work Flow with Fewer Interruptions? ........................59 Question 4: How Will Interruptions in the Flow Be Controlled? ...................63
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