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The Herman Miller Performance System
Story and the Development of the Next
Generation of Operations Leaders
Ray Muscat
Herman Miller
Performance System
“Inspiring Designs to Help People Do Great Things”
Herman Miller’s Vision
• 114 Year Old Company
• $2.57 Billion Annual Sales in 2019
• 14 Manufacturing Sites, 2 Distribution Centers
• 7,600 Employees
• Sales in over 100 Countries, on Seven Continents
Global Company
• Products are
option rich
• Build to order
• Orders made from
multiple product lines
with 10 and 20 day
lead-time
• Installation
assembly done at
customer’s site
• Growing segment of
Consumer business
Facts About Our Business
…if your primary customer
demanded Lead Time
reduction of 70%, Price
reduction 30% and
minimum order quantities
of 1 or you would lose half
of your business?
What Would You Do…
Section Title
Needed to fundamentally
change our manufacturing
model
The Story begins with Tu
Tu Pedestal Value Stream
Tu Initial Condition
PLA
NNED
$6
M A
DDIT
ION
Initial Floor Condition—Plant Layout
+60
• 6000/wk
• 2 lines + 4 cells
• 3 shifts
• 126 people
• 20 min changeover
1996 Tu Pedestal Value Stream
Mr. Ohba’s challenge: 1
line, 2 shifts, 16 people
Tu Initial Condition 1996
Current Condition
• 6,000/wk
• 2 lines + 4 cells
• 3 shifts
• 126 people
• 20 min changeover
• 62 hours
• 6,810/wk
• 1 line
• 2 shifts
• 30 people
• Instant changeover
• 4 hrs
Today
1996 (Tu Only) 2014 (Combined)
Results
Results
WKS
Results
Results
Who is Herman Miller?
Our Lean Journey
Our Lean Journey
Our Lean Journey
Growing and Spreading—Model Lines
Corporate Results
Quality (ppm)Reliability
Inventory Turns
Mfg. &
Dist. Sq.
Ft.
-
3,000
6,000
9,000
12,000
15,000
18,000
1996 2000 2005 2010 2012 2013 2014
60%
70%
80%
90%
100%
1996 2000 2005 2010 2012 2013 2014
0
10
20
30
40
50
60
1996 2000 2005 2010 2012 2013 2014 1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
1996 2000 2005 2010 2012 2013 2014
Continue to Expand the Value Stream
• People Development and
professional challenge
• Safer working
environment
• Reduce operator
struggles
• Job security
• Provide jobs that
add value
It’s as much about
the people as it is
the process!
Benefits for Our Employees
• Improved Reliability
• Shorter Lead Times
• Improved Quality
• Improved Flexibility
• Commitment to
Continuous
Improvement
Benefits for Our Customers
• Establish Serious top-
down commitment
• This is “HARD WORK!”
(Lace up your shoes
every day)
• You are changing your
culture—takes time!
Lessons Learned
• Established a LEAN
department led by top
management—they get
51% of the vote
• Need to find a good
coach—you will
eventually create
coaches in your
business
Lessons Learned
• Focus on the struggles
of the employees
• What can you do to
help them succeed?
—Don’t just focus on
the result you want
Lessons Learned
• Role of Leader changes
• Go and See—with your
own eyes (get out of the
conference room!)
• Zoom in and zoom out
—details and big
picture
• Become problem
solving coach
Lessons Learned
HMPS—Management System
We HATE investing in
expensive equipment!
Deep, time-consuming,
expensive investment in
developing all levels of the
organization
We have an unshakable
belief in our people, having
committed over 70 people
to our 6 month “Bridge
Program”
The Key to Our Success…
• Capture the gains &
reinvest in people
• Long term success
depends on it!
• Don’t underestimate
what they can do
when engaged
Lesson Learned
Ownership and engagement is needed from top level
leadership as a pre-requisite for success.
HMPS is a journey; it’s about singles not homeruns!
A Way of Life—Instill culture at all levels of the organization; HMPS is
flexible, living process of problem solving where you meet your customer’s
needs by engaging your workers and solving their struggles.
Reflection and learning at all levels of the organization
Here’s What It Takes
Home to Excellence in Operations
Education
Effectively Preparing Students for Careers in Operations Management
Founded in 1993: a collaboration between RSB, the College of Engineering, and Industry partners
Students:
• MBA• Engineering
Industry:
• Sponsoring Companies
• Industry Advisory Board
• Alumni (>1,400)
*
Industry Advisory Board (April 2019)
3M Company CPP Global Microsoft
A.T. Kearney Inc. Dell Inc. National Center for Manufacturing Sciences
American Industrial Partners The Dow Chemical Company Pfizer Inc.
American Securities DTE Energy Company Steelcase North America
Amazon Ford Motor Company Tauber Enterprises
Arconic General Motors Company Target
The Boeing Company HERE, Inc Tesla
BorgWarner Inc. Infosys Technologies Whirlpool
Cardinal Health Mayo Clinic
ConAgra McKinsey & Company
Larry SeifordProfessor of Industrial & Operations
Engineering
Industry Director
Ray MuscatHerman Miller
(retired)
Damian BeilProfessor of Technology &
Operations
Innovative Elements
Awarded the first George D. Smith Prize
for excellence in operations education
in 2012
Team Project Collaboration
Tauber
Leadership
Team
MBA
StudentEngineering
Student
MBA
or
Engineering
Student
Engineering
Faculty
Advisor
Business
Faculty
Advisor
Sponsor
Supervisor
Ross
Librarian
Team
Dynamics
Coach
Executive
Sponsor
Communication
Coach
Partnering with the World’s Top Companies
30.00%
16.67%
16.67%
10.00%
10.00%
6.67%3.33%
3.33% 3.33%
Operations-Focused Across All Industries
• 30 Projects (20 companies)• 72 Students
– 2 project based outside of U.S.
– Projects located in 9 states w/travel to 9 countries
– 52 Faculty Advisors– 4 Communication Coaches– 2 Team Dynamics Coaches– 6 Librarians
Per project saving and revenue generation was >$28M*
*Takes only 19 projects into account
Healthcare
Tech /Telecom Energy
Aerospace
Financial Services
Retail
Food & Beverage
Other Manufacturing
Automotive
2018 Projects By Industry 2018 Team Project Statistics
Substantive Results for Sponsors
YearNumber of
ProjectsRevenue Generation and
Savings over 3 years
2018 30 $564M
2017 31 $575M
2016 32 $460M
2015 35 $500M
2014 35 $450M
2013 35 $500M
2018 Employment Profile
The following statistics reflect input from 41 of the 50 students:
Engagement Opportunities• Spotlight! Judge
– Evaluate Tauber student team presentations of summer project results (operations experience highly recommended)
• Leadership Speaker Series– On campus speaking engagements for corporate
executives to discuss leadership or operations topics with our students and the general public
• Global Operations Conference– Annual conference, led by our students, takes
place in November with opportunities for executives to attend the event, serve on panel discussions, and sponsor activities
• Facility Tours– Opportunities for our students to observe
"operations in action“.– Companies are encouraged to sponsor tours to
support student development and to increase company awareness among student population.
– International Spring Break Trek support
Leading from the classroom to the
boardroom