quality culture building blocks - ficcificci.in/events/21462/isp/jayanth-murthy.pdf · quality...
TRANSCRIPT
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Habit
Behavior
Belief
Culture It is about changing Habits
A bunch of habits is culture!
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Do we understand culture?
How do you build Habits?
From FAR everything is good!
But what is the hidden?
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Source – PMC, USA
What are the square wheels
of a Quality culture?
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Masaaki Imai
Founder and Chairman
Kaizen Institute
Sheet 3 of 52
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In Mr Imai words 3 bricks of a
Quality Culture
Commitment
Improvement
Daily Habits
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I will skip
• Commitment…..
• Improvement……
We assume we are committed,
We assume that we know what & how to
improve (tools)
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Nichijo Kanri - 日常 管理
- Daily Management
Lets me talk of building daily Habits
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GKW DWM Improvement Projects Sustenance Projects
GKW – DWM (NGK)
4M Standard
Standardi
ze
Visual Control
Do Leader
Standard Work
Check
Daily Accountability
Act
Elements of Nichijo Gemba Kanri
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So the challenge is changing habits via daily habits
World Class In Most Cases Starting Point
Everyday Some days No One
Everyone Some one No Day
Everywhere Some where No Where
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KAIZEN
and
GEMBAKAIZEN
are
registered trade marks
of
KAIZEN INSTITUTE Ltd.
Thank you!
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• The 4P Model For Kaizen
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The Four P’s of Continual Improvement
People
Involvement
Physical
Workplace
Improvement
Process
Improvement
Performance
Routine
Journey to World Class
The 4 Ps of Kaizen
4 P of OE
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The approach
• Learning by doing
• Focus on implementation
• Improvement on the Gemba
• Team-oriented problem
solving
4. The Outcome Sheet 17 of 52
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Achievements
• Improved public service (time to delivery and
quality of service)
• Improved work flow and service to internal
customers
• Release of space converted for other purposes
• Saving of costly national resources
• Better organized workplaces in a number of offices
• Most critical – A ENERGIZED PUBLIC SERVANT
Sheet 18 of 52
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Also ….
Increased internal efficiencies within
your own departments,
thus impacting cost, quality and
delivery.
Sheet 19 of 52
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Lessons learnt …
• Fish rots by the head…start from the TOP !
• Initial skepticism overcome by:
– Improvement of physical environment
– Learning by doing
• Thinking followed by actions and training
• Sustainability:
– 5S audit
5. Lessons Sheet 20 of 52
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Silent Impact
- Muda elimination impacts corruption
(no obstruction, no speed money !!)
Sheet 21 of 52
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6 Level to Total Service Management
L6
L5
L4
L3
L2
L1
Flexible working in teams
”Best in class”
Optimization
as a team
Process
improvement
Co-operation
Self
organization
Create a good
foundation
through
Lock in gains by
Empower people
for
Control process
to become
Save through
Improve through
Awareness of waste
5S Campaign
Standardization
Processmapping,
Problem-Solving-Story,
Value Stream Mapping
Visual Management,
Policy Deployment
Analyze tasks,
Apply mobility concept,
Create flexible layouts
Benchmarking,
Exchange of
experience
Workplace organization, Cleanliness & Safety, Awareness of MUDA
Zero errors,
Reduced searchtime,
best, easiest,
safest method
Leadership with
measures,
Organizational
Alignment & „buy-in“
Collaboration, Mobility, Space optimization
Best in class in: Quality, Productivity, Speed
Reduced Process costs,
Faster turnaround time,
Optimize value flow,
Less paper
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Two Approaches To Improvements
Addition Deletion
Needs $$$$
OE
Improvements
driven by Deletion
Call it = OE / Kaizen / WCM / ME/ TPS
Needs TEI, Tools, No Blaming culture
Kaizen
+
ZII Approach
PDCA > SDCA
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Key Concepts
Kaizen = Continual Improvement
Gemba = Real place – where work happens
Observe = Muda – obstructions to smooth work flow / wasteful activities
Mura – variability, inconsistent process
Muri – physical burden – bad layout, too much walking, bad lighting etc
Improve = Form Teams and focus on 4P
FLOW = Remove obstructions – make services FLOW
Sustain = Track and Display measures and improvements, audit and review regularly
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BE - Business Excellence…
(sustainable growth, profits, fair to all stake
holders)
OE SE
efficient effective
+
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Two buckets of improvements
Addition Deletion
Needs $$$$
OE
Improvements
driven by Deletion
Terms – OE/ PeX/ Kaizen/ Lean/ WCM / ME/ TPS/ Leansigma
Needs TEI, Tools, No Blaming culture
+ ZII Approach
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FAST Forward …
Delete 3Mu
Muda-Mura-Muri Waste – Variation – Excess Burden
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spirit
Gemba
Real Place
Real People
Real Data
Real Situation
Real Solution
Real Hurry
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OE/ Kaizen/ Lean is about
FLOW
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What's holding us back from further improvement ?
... would you be prepared to pay for this ?
WASTE
Over
Production
Waiting
Motion
Extra
Processing
Inventory
Transport
Correction/
rework
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Kaizen at DED by KMI & KI 2005
1) Transportation – filing of documents / work in progress / movements of papers / files etc;
2) Motion – location of printer / photocopier, catalogues, filing cabinets, your own desk !
3) Waiting – waiting for post, signatures, prints etc;
4) Process – photocopies, draft of every letters, multiple signatures, duplication of efforts, communication etc;
5) Quality defects – incorrect data entry – resulting in rework etc;
6) Overproduction – multiple copies of forms, drawings, printing job;
7) Inventory – excess paper stocks, Catalogues, Files, Printed forms;
8) Unused creativity (Untapped Human Potential)
8 types of MUDA.( obstruction to FLOW)
In Service Operations/Offices.
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Kaizen eliminates non-value added activities
5%
35%
60%
Value adding
Optimize
Necessary but
not value adding
Minimize
Non value
adding =
WASTE
Primary focus of “traditional”
efficiency improvements
Primary focus of
LEAN improvements
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Eliminating Waste
Value Chain Consumers Suppliers
Reduce Lead Time
Better service Less
stocks Less cost Higher
flexibility Improved Freshness Reduced
Complexity
Eliminate Non Value Added activities
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Challenge
Take waste out
Solve problems!
Keep waste out
Celebrate problems
(no blame)
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Kaizen Management System for sustainable customer value,
profit and growth
S
u
p
p
l
i
e
r
s
C
u
s
t
o
m
e
r
s
Zero Errors
People
Involvement
Process
Flow
Process
Effectiveness
Lean Support
Systems
QCD QCD
Eliminate: MUDA-Losses
Build up a solid basis with:
KAIZEN® Foundations Eliminate: MUDA-Waste
TFM Total Flow
Management
TPM Total Productive
Maintenance
TQM Total Quality
Management
TSM Total Service
Management
TCM – Total Change Management
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6 Level to Total Service Management
L6
L5
L4
L3
L2
L1
Flexible working in teams
”Best in class”
Optimization
as a team
Process
improvement
Co-operation
Self
organization
Create a good
foundation
through
Lock in gains by
Empower people
for
Control process
to become
Save through
Improve through
Awareness of waste
5S Campaign
Standardization
Processmapping,
Problem-Solving-Story,
Value Stream Mapping
Visual Management,
Policy Deployment
Analyze tasks,
Apply mobility concept,
Create flexible layouts
Benchmarking,
Exchange of
experience
Workplace organization, Cleanliness & Safety, Awareness of MUDA
Zero errors,
Reduced searchtime,
best, easiest,
safest method
Leadership with
measures,
Organizational
Alignment & „buy-in“
Collaboration, Mobility, Space optimization
Best in class in: Quality, Productivity, Speed
Reduced Process costs,
Faster turnaround time,
Optimize value flow,
Less paper
1st P
Physical workplace
improvement
3rd P
People
Involvement
2nd P
Process
Improvement
4th P
Policy
Review
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• What is a Good / World Class Work Place ?
• What goes on in your mind when you enter a dirty, cluttered & disorganized office / work place ?
• How do you as a visitor feel ? Is there a FLOW? Defined process?
• Do you think such an office will deliver you results – in time ?
• Do you think ‘high’ of the people working in such an office ?
• If you were part of such office, how would you feel ?
• What do think of the leadership’s commitment ?
• Can REFORM happen in a dirty / not so clean / disorganized office ??
• Where do we begin our reform process ? Will ISO 9000 help? Will IT solve it?
• Do we need ‘Italian’ furniture, Marble flooring & millions to SHAPE UP our workplace ?
• Last but not the least – do you keep your home dirty ??
Let us start with some plain SOUL searching questions
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Losses in Service Industry
Environment
Too much printing (excessive use of toners, cartridges), too many
paper documents/ copies, noise pollution, no trash segregation
concept (e.g. batteries), Less car pool, stand by AC/ lights
Clarity of
Information
Missing information, long delayed decisions, many interfaces/
hand-offs, beauraucratic procedures, cheque bounces, unclear
responsibilities
Unclear
Targets
No policy deployment to the level of each employee,
no personal targets, missing or unclear targets, target conflicts
Technology
System error (computer, printer, copier), defective equipment,
Inadequate training to use
Work System
Inventory
Too many varieties of office material, too much qty.,
obsolete forms, double filing, overloaded in/ out
trays & mailboxes
Interfaces
Too many hand-offs, missing standards, unclear
responsibilities/ rules, missing continuity,
data transfer mistakes
Work
Procedure
Too much bureaucracy, missing training &
documentation, inadequate delegation, old manual
processes computerized, too many approvals
Errors
In master data, part lists, mistake in documents
(drawings, calculations, offers), wrong/ obsolete
documents
Business Process
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Losses in Service Industry
Waiting Time
Waiting for colleagues, decisions, information,
material; waiting through IT systems,
IT availability; Non reachable colleagues
Search Time
Search for files, documents, information, people, office material,
facilities
Interruption
Disruption due to short notice/ unsheduled meetings,
unnecessary phone-calls/ emails, disruption through noise
Information
Overload
Long meetings, too much paperwork, full tables,
full hard disks, archives, binders, mailboxes, incomplete
information
Work Time
Creativity
Unused creativity, missing idea management,
no improvement programs; less benchmarking activities/
idea transfer/ exchange
Know How
No skill/ qualification matrix, no formal skill
building activity, no regular training/ dev, mentoring
activity
Health
Poor ergonomics, high noise, low light, narrow
workspaces, work stress,
missing active health care
Employee
Transport
Change in format (print then fax); hand-offs; import & export of
files/ material; long distances between people who interface,
internal postal system
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Proposal – Implementation – Overview
Planning &
Scoping
Learning by
Doing
Sustain through Audit
& Monitoring
Assessment, & Road
mapping for each pilot
Pilots Main Stream
1. 2 pilots – show cases
2. KPO – Steering Committee & KPO manager
3. Champions training
4. Road map
5. Roll out
6. Sustain via audits – score board
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KAIZEN® in the Office
Goals and Successes
6 Levels of
Effective Office
Management
Why KAIZEN®
in the office?
Orientations
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Work MUDA
Work
Work
MUDA
MUDA
Work
MUDA
Work
MUDA
Work MUDA
Work
compression
Better:
1. More time for
customer's requests
2. Improves daily
planning
3. Less stress
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Customer's
request
Customer
satisfaction
Muda Creation of value
MUDA (waste) is everything the customer is not wiling to pay
for
Speak with numbers, data, facts
Measurable criteria during the process :
• Ways
• Distances
• Frequency
•no of procedures
• %-distribution
• Disturbances
• Expenditure of time
• Costs
• Process costs
• Turn-around times
• Downtimes
• Search
• Waiting periods
• Space
• Error
• Coworker satisfaction
• Customer satisfaction
Process
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Why KAIZEN® in the Office?
Why do customers complain?
%
C
U
S
T
O
M
E
R
C
O
M
P
L
A
I
N
T
Service Quality Product Quality
- Wrong date
- Wrong place
- Wrong part
- Miscommunication
- Billing errors
- Poor service in general
70%
30%
- Dimensional errors
- Functional errors
- Visual objections?
Source: DGQ, ASQC
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The KAIZEN® - Principle
Do KAIZEN® - continual improvements
Go to Gemba - the place of action, shopfloor
Search for Muda - waste
Observe Gembutsu - the materials, the real things
Mura - inconsistency
Muri - physical strain
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Orientation
Zero defects
Zero waste
Total involvement
Internal and external
satisfaction
1 : 3
Just Do It!
Quality
Process
People
Customer
Economic Gain
Implementation Approach
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Goals
Delivery Shorter
lead times
• simplified processes
• fewer interfaces
• reduction of bottlenecks
• Reducing searching and waiting periods
through:
Quality Fewer defects • Standard
• Customer orientation
• Process control
through:
Cost Lower Costs
• improves utilization of space.
• higher productivity
• lower office material costs
through:
People Motivation
• more responsibility
• more ideas and measures
• more integration
• Goal-oriented/process oriented
through:
Flexibility
People • multiple skills
• Flexible work hours through:
Space • mobility through:
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Further goals
Goals: Improve your own work area
Improve cooperation, teamwork and communication
Improve process flow, minimise leadtime
Understand costs and take action
Direct teams towards
the very business mission
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6 Level to Total Service Management
L6
L5
L4
L3
L2
L1
Flexible working in teams
”Best in class”
Optimization
as a team
Process
improvement
Co-operation
Self
organization
Create a good
foundation
through
Lock in gains by
Empower people
for
Control process
to become
Save through
Improve through
Awareness of waste
5S Campaign
Standardization
Processmapping,
Problem-Solving-Story,
Value Stream Mapping
Visual Management,
Policy Deployment
Analyze tasks,
Apply mobility concept,
Create flexible layouts
Benchmarking,
Exchange of
experience
Workplace organization, Cleanliness & Safety, Awareness of MUDA
Zero errors,
Reduced searchtime,
best, easiest,
safest method
Leadership with
measures,
Organizational
Alignment & „buy-in“
Collaboration, Mobility, Space optimization
Best in class in: Quality, Productivity, Speed
Reduced Process costs,
Faster turnaround time,
Optimize value flow,
Less paper
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Benefits of KAIZEN®/TPM® in the office
Office material availability to 99%
to 80%
50%-100%
50%- 80%
to 30%
Reduction of the Lead Time
Space gain
Increase in productivity
Reduction of searching time
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No errors or
omissions Co-operation L2 Improve through
Standardize: • Procedures and forms • Office materials • Communications
Accomplishments
Awareness of waste Self
Organization
L1 Create a good
foundation
through
• Eliminate muda • Do 5S • Set goals • Develop roadmap
• Created more flexibility
• Generated motivation
• Visualization in office through (OPL)
• Commitment to standards improved
• Teamwork improved
• Increased the pride in our office and in
our work
• Less Search time
• Reduced distances
• Increased efficiency
• Reduced errors
• Saved space
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6 Level to Total Service Management
L6
L5
L4
L3
L2
L1
Flexible working in teams
”Best in class”
Optimization
as a team
Process
improvement
Co-operation
Self
organization
Create a good
foundation
through
Lock in gains by
Empower people
for
Control process
to become
Save through
Improve through
Awareness of waste
5S Campaign
Standardization
Processmapping,
Problem-Solving-Story,
Value Stream Mapping
Visual Management,
Policy Deployment
Analyze tasks,
Apply mobility concept,
Create flexible layouts
Benchmarking,
Exchange of
experience
Workplace organization, Cleanliness & Safety, Awareness of MUDA
Zero errors,
Reduced searchtime,
best, easiest,
safest method
Leadership with
measures,
Organizational
Alignment & „buy-in“
Collaboration, Mobility, Space optimization
Best in class in: Quality, Productivity, Speed
Reduced Process costs,
Faster turnaround time,
Optimize value flow,
Less paper
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Level 1
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Level 1 – MUDA Identification • Within 30 min the 28 team members found more than
200 (Mudas = non-value-adding activities)
METHOD
• Collect
• Cluster – Now you have a list of
potential improvements
• Prioritize
• Important ones: – Take action
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5S
Before
Two calendars
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5S
Sort Shine
Set in order
Standardize
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5S
Easy 15 sec access to data –
Hanging Folders
Bookshelf for extra storage on floor
Standard for labeling
After
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5S
• Chaotic system of filing and
retrieving
• Files in bad physical shape
• Racks not labeled, dept´s
folders were mixed
• Many variants of storage
systems
• Long retrieval time (to be
investigated in L3)
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5S– Starting Situation
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5S
The Team at work
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5S
After
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5S
After
• Marked
• Legend added
Before
• No safety limits marked
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5S
After
• Gangway clear
Before
• Broken almirah in the
gangway
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5S
After Before
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Losses in Service Industry
Environment
Too much printing (excessive use of toners, cartridges), too many
paper documents/ copies, noise pollution, no trash segregation
concept (e.g. batteries), Less car pool, stand by AC/ lights
Clarity of
Information
Missing information, long delayed decisions, many interfaces/
hand-offs, beauraucratic procedures, cheque bounces, unclear
responsibilities
Unclear
Targets
No policy deployment to the level of each employee,
no personal targets, missing or unclear targets, target conflicts
Technology
System error (computer, printer, copier), defective equipment,
Inadequate training to use
Work System
Inventory
Too many varieties of office material, too much qty.,
obsolete forms, double filing, overloaded in/ out
trays & mailboxes
Interfaces
Too many hand-offs, missing standards, unclear
responsibilities/ rules, missing continuity,
data transfer mistakes
Work
Procedure
Too much bureaucracy, missing training &
documentation, inadequate delegation, old manual
processes computerized, too many approvals
Errors
In master data, part lists, mistake in documents
(drawings, calculations, offers), wrong/ obsolete
documents
Business Process
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Losses in Service Industry
Waiting Time
Waiting for colleagues, decisions, information,
material; waiting through IT systems,
IT availability; Non reachable colleagues
Search Time
Search for files, documents, information, people, office material,
facilities
Interruption
Disruption due to short notice/ unsheduled meetings,
unnecessary phone-calls/ emails, disruption through noise
Information
Overload
Long meetings, too much paperwork, full tables,
full hard disks, archives, binders, mailboxes, incomplete
information
Work Time
Creativity
Unused creativity, missing idea management,
no improvement programs; less benchmarking activities/
idea transfer/ exchange
Know How
No skill/ qualification matrix, no formal skill
building activity, no regular training/ dev, mentoring
activity
Health
Poor ergonomics, high noise, low light, narrow
workspaces, work stress,
missing active health care
Employee
Transport
Change in format (print then fax); hand-offs; import & export of
files/ material; long distances between people who interface,
internal postal system
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Movie Muda Free Mauritius
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6 Level to Total Service Management
L6
L5
L4
L3
L2
L1
Flexible working in teams
”Best in class”
Optimization
as a team
Process
improvement
Co-operation
Self
organization
Create a good
foundation
through
Lock in gains by
Empower people
for
Control process
to become
Save through
Improve through
Awareness of waste
5S Campaign
Standardization
Processmapping,
Problem-Solving-Story,
Value Stream Mapping
Visual Management,
Policy Deployment
Analyze tasks,
Apply mobility concept,
Create flexible layouts
Benchmarking,
Exchange of
experience
Workplace organization, Cleanliness & Safety, Awareness of MUDA
Zero errors,
Reduced searchtime,
best, easiest,
safest method
Leadership with
measures,
Organizational
Alignment & „buy-in“
Collaboration, Mobility, Space optimization
Best in class in: Quality, Productivity, Speed
Reduced Process costs,
Faster turnaround time,
Optimize value flow,
Less paper
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Level 2 & 4
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Goals,KPI‘s & Teamboard
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Finance-Goals & KPI
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Standardization
Current situation The Team at work
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Situation now
Standardization
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Before
Vision
Standardization
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Standardization
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Folder Management
Starting situation
Format available but not being utilised
Vision
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Folder Management
Situation now
Departmental color code
File No.
Subject
Contents
Department
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Standardization – Printer/Fax Room
Starting situation
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Standardization – Printer/Fax Room
Vision
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Work in Progress
Standardization – Printer/Fax Room
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All drawers labeled
Situation now
All wires tagged
Footmarks for all equipments
All wires dressed
Standardization – Printer/Fax Room
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Key Instruction Sheet (KIS)
Standard for KIS
KIS for
Scanner
KIS for
Barcode
M/c
KIS for Printer
Person responsible KIS for Xerox M/c
KIS for
Shredder
KIS for
Fax M/c
KIS for Inventory & Supplies
Standardization – Printer/Fax Room
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Vision – Meeting Room Vision – Meeting Room requirements
Standardization – Meeting Room
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Before
After
Ports Labeled
Standardization – Meeting Room
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Standard Operating Procedures (LCD Remote)
Power
On/OFF
Slide
Movement
Input from VGA
( Laptop) cable
(3)Input from S
video (4) Input from
wireless
connectivity
Display
pointers on
Projector
Screen
Menu of
Projector
Lens setting of
projector
Press both buttons together for configuration of projector with
remote –use only if remote is not working. ( Press Tecah RC
button in the projector manually to make it work)
Detecting all
VGA inputs
Standardization – Meeting Room
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Frequecy of meeting Place of meeting / Name of meeting room.
Morning Meeting Every Morning from 8:00 - 8:15 X
Emergency Meeting As required Y
Strategy Meeting Last Friday in the month Z
Every Saturday 12:00 - 17:00 Any Other
Any other meeting
Goal / Aim of the meeting Agenda of the meeting
Name /Dep. Representative
To be prepared Results & Achievements
Action plan
KPIs updates by ….
related files / path on EDP
To be prepared Meeting Room Requirements
1. All meeting to be to time bound .
2. Advance intimation to be given to the people concerned( ex :Plant meetings -Two days in advance) - Thru lotus notes
3. Meeting details to be recorded in a Matrix as given below: ( To be sent to all concerned two days before the meeting)
Rules
Plant Meeting
MEETING STANDARDS MARKETING
Meeting Type
Name of Participants
Actionplan
Reports & KPIs
Standardization – Meeting Room
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6 Level to Total Service Management
L6
L5
L4
L3
L2
L1
Flexible working in teams
”Best in class”
Optimization
as a team
Process
improvement
Co-operation
Self
organization
Create a good
foundation
through
Lock in gains by
Empower people
for
Control process
to become
Save through
Improve through
Awareness of waste
5S Campaign
Standardization
Processmapping,
Problem-Solving-Story,
Value Stream Mapping
Visual Management,
Policy Deployment
Analyze tasks,
Apply mobility concept,
Create flexible layouts
Benchmarking,
Exchange of
experience
Workplace organization, Cleanliness & Safety, Awareness of MUDA
Zero errors,
Reduced searchtime,
best, easiest,
safest method
Leadership with
measures,
Organizational
Alignment & „buy-in“
Collaboration, Mobility, Space optimization
Best in class in: Quality, Productivity, Speed
Reduced Process costs,
Faster turnaround time,
Optimize value flow,
Less paper
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Level 3
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Process Mapping - Basics
Process Priority Matrix
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Process Mapping - Example
Recording & Retrieval system in Record Room
Current Process
Total Lead Time = 173 min
Non Value Added Time = 143 min
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Process Mapping Bottlenecks in current state
Future State
Reduction in Non Value added time by 50%
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Process Mapping
Payment flow from Finance to Internal member
Current Process
Future Process
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Process Mapping - Reception
End to End system for Guests
Future Process Current Process
Value added ratio 76%
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Process Mapping - Payments
Streamlining Supplier Payment Current Process
Bottlenecks in current process
Total Lead Time = 19 Days
Value Added Time = 2 hrs 5 min
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Process Mapping - Payments Future Process
Total Lead Time = Reduction by 50%
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Process Mapping
Issuance and Handling of Cheques
Bottlenecks
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Process Mapping
Future State
Probable Solutions
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Customer Response Team
(CRT)
Level 5
Flexi Office
Layouts
CRT
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Vertical Silos
v/s Teams
Typical Water Tight Functions / Departments
Boss
Customer
The
Big Boss
S E R V I C E S
Sales Planning A/c’s Imports etc etc
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The basic flaw !
- We are structured vertically
- We are as Departments are focused ONLY on ‘Departmental’ activities.
- We are focused on pleasing OUR Departments boss & targets !
But
- The real Boss is the Customer !
- Services to him come from all departments.
- While we are Vertically focused, service to Customer CUTS across
these various Departments
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So we need to move…..
From Functional , Water Tight
Departments
To
A team based approach to serving our customers
called
Customer Response Teams
(CRT in short)
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Function - C
Function - A Function - B
The Core Concept Of A CRT
Functions overlap & come together to focus on the
Core which is Responding To The Customer
At the core
Is responding to
customers
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The Key Concepts…
1) Understand customer requirements
2) Understand the key processes that meets customer requirements
3) Make a input – output Matrix
4) Identify all the functions that needs to chip in to respond to customer
5) Balance the load per each functions
6) Form a team & get all functions represented in it
(as needed by the CRT)
7) Have a team leader
8) Co-Locate the Team
9) Make them Co-operate through CRT layout
10) Supported by Level 4
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3 types of CRT Structure
1)Geographical Focused CRT
2)Customer Focused CRT
3)Product Focused CRT
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Orbit Chemicals Case Study
Typical Departments Existing
Customer Focus is a ‘SALES” responsibility
SALES does not have support in terms of Imports, invoicing etc
Thus ‘RESPONSE to customer is always SUB-OPTIMAL
New CRT function:
“BASICALLY RESPOND AND PROVIDE GOODS AND
SERVICES FASTER”
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We selected two CRT’s
1) CRT – focused on Products (Chemicals)
2) CRT – focused on Customers (Corporate: Large Key Accounts)
The products CRT was created by merging the sales team with
the accounts/imports team now all located on the 1st floor.
Originally the sales team operated from ground floor. In addition a
coordinator/chaser is also part of this team.
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Problems prior to the CRT
• Delays in servicing customers
• Delays in procurements
• Communication gap between sales and
imports
• Basically MUDA of personnel between
sales and accounts/imports and vice
versa!!
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CRT – Chemicals (Products)
Chemicals sales to non – Key accounts is about 40% of T.O
70% of transactions are from chemical sales to non- key accounts
Structure:
Function Name
Strength
Team Leader From sales - Kishor 1
Member Accounts -Justus
-Leonard
2
Member Imports - Lorna 1
Members Co-ordination - Nama 1
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Key Functions
Function Name
Key Function
Or Role
Team Leader From sales - Kishor -transact
business
Member Accounts -Justus
- Leonard
-Invoicing
-costing
Member Imports - Lorna - procurement
Members Co-ordination - Nama - Track/Provide
logistics support
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Also Define For The CRT
- The TOP customers – volume wise
- Top products - sales wise
Also
- CRT to have a charming environment have potted plants,
music….
- CRT members names & photo or appear at the entrance
- A large VISUAL board to share CRT related info (update it !)
- Have a morning meeting daily (led by Team Leader)
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Define CRT Measures
& Measure it !! Set-up Measures Like
1) Through Put Time (time from start to end of a typical CRT
transaction)
2) No of sales enquiries received v/s sale made
3) Time for each transaction
4) Cost per transaction
5) Monitor CRT profits or revenue contribution
6) Explore ‘gain Sharing’ with all CRT members (bonus)
7) CRT leader to motivate his CRT by having meetings, parties,
B’day etc
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CRT benefits
• Fast communication inter-department
• Customer serviced within 20min from original 40min i.e. 100% initial improvement immediately. More expected!
• Daily informal meetings tracking goods i.e. ETA Mombasa…ETA Nairobi whereby client gets accurate information
• Clear defined lead times from order receipt to goods delivered with each supply country having a time cycle in transit and otherwise
• Re-order management streamlined setting TAKT i.e. rhythm between imports and sales/stock
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TYPICAL CRT LAYOUT Key point - Co-locate to Co-operate !
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CRT benefits…cont
• Strategy now to deliver goods…RIGHT TIME , TIME EVERY TIME!!!
• Increased sales i.e. improved top-line
• Minimum inventory
• Faster inventory turns
• Visual information/control
• Happier customers
• Happier team
• Healthier bottom-line!!!
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Questions?
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Sustenance and Roll Out Plan
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Ve
rtic
al D
ep
loym
en
t -
De
pth
Level 6
Level 5
Level 4
Level 3
Level 2
Level 1
Top Management
Commitment
Danger of collapse
when overspeeding
Change Paradigms (systematically)
Champions
Followers
Pilot
Area
Show
Case
Horizotal Deployment - Number of
employees
TEACHING and COACHING by KAIZEN Institute
KAIZEN in Office: Roll-Out Strategy
Coaches
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KAIZEN Multiplication Strategy – Roles & Responsibilities during Implementation
Steering Commitee
(8-12 weeks)
KAIZEN in the Office
Manager
1 Full Time Equivalent (FTE)
Per 250 - 500 Employee
Set goals
Resources
Decisions
1Coach / 10-30 empl.
(approx. 1h / week)
Coordination / Mgmt
Training / Planning
Support
Progress Review
Heading / Takes Decisions
Motivation
Management
Commitment
Executor
Leads Workshops
Ensures Implementation
Follow up of actions required
1Coordinator/
10-30 empl.
(approx. 4h / week)
Team
Coach
Coordinator
Team
Coach
Promoter
Team
Coach
Promoter
Team
Coach
Coordinator
Team
Coach
Coordinator
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We have To Change Our Skeletal Structure….
Parameter Yesterday Tomorrow
Org. Structure Dept focused, Vertical, Hierarchical
Process Focused,
Horizontal, Networked
Work Individuals supervising activities
Teams supervising
Processes
Employees Expectation Security, Specialization Growth, Multi-skilled
Quality Inspected At source
CEO Focus Profits Customers for Profits
Competitive advantage Costs Time (& thus cost)
Performance Appraisal 90 degrees 270-360 Degree
Markets Known Unknown
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Everything can be designed
& put in place, but
• Three Key Requirements:
• Top Management Commitment
• Top Management Commitment
• Top Management Commitment
Sheet 23 of 52
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In our view, Reforms is not
merely about..
• Setting up committees
• Having seminars
• Making Reports
• It is about actions on the Gemba !!
• Without investments (other than time,
human spirit & ideas)
Sheet 25 of 52
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If not …..
If not here ……where ??
If not now …..when ??
If not you……..who ??
Sheet 26 of 52
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I have a DREAM!
In 6 months can we make the
TRA Gemba where we went
a model (showcase) workplace?
together we can do it!
Let us train>plan>Do>sustain
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KAIZEN
and
GEMBAKAIZEN
are
registered trade marks
of
KAIZEN INSTITUTE Ltd.
Thank you!