evsm for office and services
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Enterprise Value Stream Mapping For the Office and ServicesPresented by: Mike Boucher, V.P. Client Services, Lean Advisors, Inc.
Copyright ©2013 Lean Advisors Inc.
Objectives
Apply Lean in an Office / Admin environment. The structure of a Enterprise Value Stream
Map (EVSM) Why Lean is critical in Administrative &
Service environments. How EVSM helps to identify & drive change Key tasks / roles for Senior Leaders
in successful VSM projects. How EVSM initiatives generate
results that are strategically important
Copyright ©2013 Lean Advisors Inc.
Objectives
Our Experience includes: Traditional Manufacturing Healthcare Education Government Retail Financial
All of these sectors rely on office & administrative
processes to be successful – but these areas are
often overlooked or misunderstood
Copyright ©2013 Lean Advisors Inc.
Defining Lean
Lean is a simple strategy that focuses on the
elimination of waste, variation, and work
imbalance.
Each step must create Value for the
Customer.
It is a way of life!
Copyright ©2013 Lean Advisors Inc.
Copyright ©2013 Lean Advisors Inc.
Principles Of Lean
Specify Value
Map The Flow Of Value
Make Value Flow
Seek Perfection
Pull From The Customer
Lean
1
2
34
5
STRATEGIC PLAN & LEAN FOUNDATIONS
(HOSHIN)
Identify Value Streams
Value Stream Mapping
Structured Change Plan
Kaizen
LEAN ENTERPRISE
Identify Lean Champions
Transfer Lean Knowledge
Recognize & Reward
Lean Culture Drives
Sustainability
Lean Management
System
Cross Functional
Engagement
Copyright ©2013 Lean Advisors Inc.
Lean Transformation Model
Copyright ©2013 Lean Advisors Inc.
Structure of EVSM™
Enterprise Value Stream Mapping™ is a Lean tool that
provides a detailed understanding of the end-to-end
process capturing both Value add and Non-Value add
activities as well as formal and informal information
and communication flows.
Copyright ©2013 Lean Advisors Inc.
Enterprise Mapping Perspective
Where should we start?
What does Enterprise Value Stream Mapping™ inside the
4 walls of the organization really mean?
What does ‘End-to-End’ mean?
ClientRequest
Kaizen
Kaizen
Administration & Office through to Producing the Request and Billing
Copyright ©2013 Lean Advisors Inc.
Who Owns The Value Stream?
Work is often organized by functional – department
priorities not always (rarely) aligned
This is particularly true in Administrative / Office
environments
Work often moves between departments and functions
It’s unusual to find one
person responsible for
end-to-end
improvement
Structure of EVSM™
Identify “Product” Families
Future StateMap
Current StateMap
DevelopImplementation
Plan
Current State
Understanding the Current State
Future StateDesigning a Future State
Implementation PlanDevelop a plan to achieve the future state
Copyright ©2013 Lean Advisors Inc.
Set Strategic Plan – Select Critical VSs
“Product” Families in an Office
Product Families
Identifying “Product” Families is critical and fundamental to Enterprise Value Stream Mapping™.
Group products, transactions and other types of deliverables that follow a similar pathway - sharing and competing for the same resources. Defines the Value Streams
It is also important to identify processing steps supporting multiple Value Streams. A Shared Resource.
Developing a “Product” Family Matrix can be a difficult exercise because it challenges the way we normally view our operations.
Copyright ©2013 Lean Advisors Inc.
Identify “Product” Families
Copyright ©2013 Lean Advisors Inc.
1 2 3 4 5 6 7 8 9 10
A X X X X X
B X X X X X
C X X X X X
D X X X X X
E X X X X X
F X X X X X X
G X X X X X X
Processing Steps / Activities
Pro
duct
s, S
e rv i
c es
o r D
eliv
era b
l es
Copyright ©2013 Lean Advisors Inc.
Office Products & Service
Office Products and Services include: Hiring Payroll Accounts Receivable / Payable Engineering Design Procurement Customer Service Order Processing Scheduling Financial reporting Data processing / entry Productivity & Performance reporting Etc.
Who are the Customers?
From a Lean perspective we consider the Customer as the end user of the Product or Service we provide.
In many office environments, it may be difficult to understand who the customer is.
Office operations often satisfy a multitude of both internal and external customers.
Who prioritizes the work? The person doing the job? The person who screams the loudest? The person with the most authority? The Value Stream - end to end system(s)
Copyright ©2013 Lean Advisors Inc.
Leadership Roles
Directors
Executives
Business Strategy for Selecting Value Streams
Strategy & Goal Deployment
Drivers
Middle Managers
Lean Improvement Initiatives
Plans & Projects
Value Stream Performance
Doers
Process Owners Project Leaders SMEs, Staff
Kaizen Projects
Problem Solving & Implementation
Process Performance
Copyright ©2013 Lean Advisors Inc.
Copyright ©2013 Lean Advisors Inc.
What Impedes Success – No Time
Legend : Red – Not available Black – Possibly Available
January February March April
May June July August
September October November December
Continuous Improvement???
Factors for Successful EVSM Implementation
Value Stream selection linked to a strategic goals
Charters documents that clearly identifies roles,
responsibilities, scope of work and expected deliverables
Senior Leadership MUST support System thinking Introduce the right performance metrics Give teams the responsibility and authority to drive change Be available to remove roadblocks
Copyright ©2013 Lean Advisors Inc.
Copyright ©2013 Lean Advisors Inc.
Plan Knowledge
PassionExecution
Future StateMap
Current StateMap
DevelopImplementation
Plan
6 Month Cycle
Key to Success
Lean Advisors, Inc.
Phone: 877.778.6413
Email: [email protected]
Website: www.leanadvisors.com
THANK YOU ALL FOR JOINING US TODAY!
Contact Us:
Q&A
Copyright ©2013 Lean Advisors Inc.