roadmap lean office english
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved.
THE ROAD MAP
6 STEPS FOR IMPROVEMENTS IN THE OFFICES
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 2
Identify process and value
Draw current state
Implementation
Draw FutureState
Analyze the wastes
1- Identify what add value to the customers;
2 – Understand the current process3 – Identify wastes;
5 – Draw a high performance processbased on 3 lean solutions
4 – Find the root cause of wastes;
6 – Implement actions and manage to perfection;
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 3
FILES
VOC analysis.xls
VOC.xls
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 4
Time
Attractives(unknown)
Attractives(unknown)
Performance(Spoken)
Performance(Spoken)
Basic(Expected)
Basic(Expected)
What happens with time?
What happens with time?
Well doneNot done(or done in a bad way)
VOICE OF CUSTOMER
Neutral
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 5
INTERPRETING RESULTSFu
nctio
nal p
rese
ntat
ion
POSI
TIVE
(+)
Functional presentation NEGATIVE (-)
SatisfiedCustomer
requirements
Unsatisfied
Neutral
Satisfied
Neutral Unsatisfied
Reverse
?Indiferent
PerformanceAttactive
Basic
Reverse Reverse
?
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 6
Identify process and value
Draw current state
Implementation
Draw FutureState
Analyze the wastes
1- Identify what add value to the customers;
2 – Understand the current process3 – Identify wastes;
5 – Draw a high performance processbased on 3 lean solutions
4 – Find the root cause of wastes;
6 – Implement actions and manage to perfection;
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 7
UNDERSTAND THE CURRENT PROCESS
Gather people’sactivity information
Voice of CustomerSurvey
CriticalAnalysis
Prioritized &CriticalVSMs
> 70% answers to be trustful
30 days to avoid seasonality
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 8
GATHER PEOPLE’S ACTIVITY INFORMATION
Data Gathering - Consolidation.xls
Data Gathering.xls
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Lean Six Sigma Learning
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VALUE STREAM MAPPING
VSM.xls
VSM.pdf
VSM.vsd
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 10
WASTES IN OFFICES
BOUNDARY WASTES KNOWLEDGE WASTES PLANNING WASTES
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 11
9 WASTES IN OFFICES
REDUNDANT TASKS
POOR QUALITY
LACK OF SYNCHRONISM
WAITING
REINVENTION
LACK OF LEVELLING
USELESS INFORMATION
LARGE BATCHES
STOP AND GO TASKS
BOUNDARYBOUNDARY
KNOWLEDGEKNOWLEDGE
PLANNINGPLANNING
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 12
Identify process and value
Draw current state
Implementation
Draw FutureState
Analyze the wastes
1- Identify what add value to the customers;
2 – Understand the current process3 – Identify wastes;
5 – Draw a high performance processbased on 3 lean solutions
4 – Find the root cause of wastes;
6 – Implement actions and manage to perfection;
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 13
DMAIC TOOLS (ubertool)
BRAINSTORMING
CHECK-LIST
PRIORITY MATRIX
5W / 1H
PARETTO CHART
CHARTS
ISHIKAWA5W1H
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 14
DMAIC TOOLS (ubertool)
Quick Hits Complex
JUST DO IT! PLAN = 5W1H & 5 WHYs
~ 40% of cases ~ 60% of cases
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 15
5W1H
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Lean Six Sigma Learning
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5 WHYS
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Lean Six Sigma Learning
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FILES
5W1H5 Whys
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 18
Identify process and value
Draw current state
Implementation
Draw FutureState
Analyze the wastes
1- Identify what add value to the customers;
2 – Understand the current process3 – Identify wastes;
5 – Draw a high performance processbased on 3 lean solutions
4 – Find the root cause of wastes;
6 – Implement actions and manage to perfection;
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Lean Six Sigma Learning
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1 – FLOW;
2 – STANDARDIZATION;
3 – QUALITY MANAGEMENT;
3 LEAN SOLUTIONS
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Lean Six Sigma Learning
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FLOW LEVEL THE WORKLOAD;
ELIMINATE INTERRUPTIONS;
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Lean Six Sigma Learning
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LEVEL THE WORKLOAD
• QUESTIONS:• WHAT IS THE CAPACITY OF THE PROCESS?• IS THERE A BOTTLENECK?• IS THERE AN OVERLOAD?• WHAT IS THE RIGHT TIME TO START?• WHO SETS PRIORITY?
DEMAND
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Lean Six Sigma Learning
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BALANCE CHART
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Lean Six Sigma Learning
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BALANCE CHART
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Lean Six Sigma Learning
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BALANCE CHART
Balance chart.xls
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Lean Six Sigma Learning
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INFORMATION FLOWWITH NO HAND OFFS
PROCESS
DEPTSDATA
•PRECIOUSINFORM.;• GOODDECISION
ELIMINATE INTERRUPTIONS
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Lean Six Sigma Learning
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TRADITIONAL PROCESS
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Lean Six Sigma Learning
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LEAN PROCESS
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Lean Six Sigma Learning
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1 – FLOW;
2 – STANDARDIZATION;
3 – QUALITY MANAGEMENT;
3 LEAN SOLUTIONS
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Lean Six Sigma Learning
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STANDARDIZATION: OFFICE STANDARD WORK INSTRUCTION
Content:
1 – Work flow
2 – Processes Inputs and Outputs
3 – Method: detailed instruction, step by step (element instruction)
SWI.xls
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Lean Six Sigma Learning
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1 – FLOW;
2 – STANDARDIZATION;
3 – QUALITY MANAGEMENT;
3 LEAN SOLUTIONS
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Lean Six Sigma Learning
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• LEAN MANAGEMENT SYSTEM
• VISUAL MANAGEMENT
• LESSONS LEARNED
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Lean Six Sigma Learning
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Task Accountability BoardTask Accountability Board
Daily Accountability Routine
Tier 1Tier 1
Tier 2Tier 2
Tier 3Tier 3
Tier 4Tier 4
Supervisor Operators Data acquisition
Superintendent Supervisor Process Eng Maintanance Planning
SuperintendentPlant Manager
Site Manager
Plant Managers
Maintanance Manager
Planning Manager
Gather together the information to share with tier 4
Signatures YYYYY XXXXX XXXXX
7.00 – 8.00 am
8.00 – 8.30 am
9.00 – 9.30 am
9.30 – 10.00 am
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Lean Six Sigma Learning
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LEAN MANAGEMENT
Lean Management.xls
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Lean Six Sigma Learning
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Make easy and widely accessible the comparison of the expected performance versus actual
VISUAL MANAGEMENT
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Lean Six Sigma Learning
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Call Center ManagementVISUAL MANAGEMENT
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Lean Six Sigma Learning
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Delivery IssuesVISUAL MANAGEMENT
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Lean Six Sigma Learning
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Kamishibai – Routine controlVISUAL MANAGEMENT
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Lean Six Sigma Learning
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Action LogVISUAL MANAGEMENT
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Lean Six Sigma Learning
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VISUAL MANAGEMENT
KPIs Visual Management.xls
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LESSONS LEARNED
Structured meetings with the following targets:
Measure results Focus in facts and data Process analysis Feedback of internal customer Written improvement plan
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Lean Six Sigma Learning
© 3M 2008. All Rights Reserved. 41
Identify process and value
Draw current state
Implementation
Draw FutureState
Analyze the wastes
1- Identify what add value to the customers;
2 – Understand the current process3 – Identify wastes;
5 – Draw a high performance processbased on 3 lean solutions
4 – Find the root cause of wastes;
6 – Implement actions and manage to perfection;
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Lean Six Sigma Learning
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FUTURE STATE
• Actions and why are recommended• Countermeasures to the root-cause
CURRENT STATE
•Where are we? •How are we?
•Facts and data
ACTION PLAN
• Which activities are required to reach the target condition?
• Responsible and when?
INDICADORES
• Measurement of impact of the actions in the KPIs
ANALYSIS
•What is the root cause?•What is the restriction?
BACKGROUND / TARGETS
•Historical Context•What is the problem? What is the relation
with the business?
TitleE.O. F. B. M. E. P. P. D. M. A.C.DATE
17/06/08
C. F.
A3 REPORT
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Lean Six Sigma Learning
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FILES
A3 Report Template.xls
A3 Report Example.xls