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Get Lean - Value StreamMapping for Office and Service    Karen Martin                   Kim Scott    President            ...
What will you learn? Value Stream Mapping helps youunderstand and improve your Office      and Service processes. Digitali...
Introducing Karen Martin•    Founder: The Karen Martin Group, Inc. (1993)•   Consultant / Coach: Lead Lean transformations...
Introducing Karen Martinwww.ksmartin.com/subscribe
Value Stream Mapping’s RootsMike Rother & John Shook, 1999             Beau Keyte & Drew Locher, 2004             Whenever...
Value Stream DefinedValue Stream: All of the activities, required to fulfill acustomer request from order to delivery (and...
The Work We Do:                      Degrees of Granularity Macro View    Strategic;                        Value     Valu...
Office/Service Value Stream Examples:                   By Industry•   Repair/maintenance – Customer request to revenue re...
Support (Value-enabling) Value Streams•   Estimating / RFQ response•   Hiring – Recruitment to 1st (or 90th) day•   New pr...
Value Stream Mapping Benefit:      Seeing the Whole     60,000 foot view; Rooftop view                                    ...
VSM Promotes Systems Thinking System Efficiency =Optimal Value Stream    Performance                   Individual Efficien...
Truth                           How are we                             really performing?    Truth           Truth        ...
Value Stream Mapping:As Much Art as Science                         13
Create a Value Stream “Storyboard” with     Paper & Post-Its (Team-Based)                                          14
Basic Value Stream Map                                                                  ABC Technology, Inc.              ...
Value Stream Mapping Charter                           Event Scope                                            Leadership /...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
The Office Version of Product Families                                 Units               Domestic       Consumables     ...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
Step 1 – Define Process Blocks• Identify all process blocks in the value stream  (target 5-15 blocks)  – Each process bloc...
Value Stream Mapping Components                                                      ABC Technology, Inc.                 ...
Step 2 – Define I.T. Systems• Identify all I.T. systems used in the process  and information flow  – Note any scheduling t...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Step 3 – Add Data• Key metrics for all process blocks  – Process Time (PT)  – Lead Time (LT)  – Percent Complete & Accurat...
Post-it Conventions                                        Block #  Process(Verb/Noun) Function # Staff (if relevant)     ...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Key Metrics: Time                 Scenario 1                  Lead Time (LT) Work           Process Time (PT)             ...
Key Metrics: Time                 Scenario 2                  Lead Time (LT)                     Process Time Work        ...
Key Metrics: Quality• %Complete and Accurate (%C&A)  – % of incoming work that’s “usable as is”: the    downstream custome...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Step 4 – Create Timeline• Create timeline• Calculate summary metrics  – Timeline PT Sum  – Timeline LT Sum  – Activity Rat...
Summary Metrics: Time• Activity Ratio  – The percentage of time anything is being done    to the work passing through the ...
Summary Metrics: Quality• Rolled % C&A  – The percent of value stream output that passes    through the process “clean,” w...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Current State Value Stream Map                                                                                            ...
Outpatient Imaging Value Stream                Current State Findings                  Current     Projected          %   ...
Step 5 – Determine VA & N Steps• Identify all value-adding (VA) and  necessary non-value-adding (N) steps  – Add “VA” or “...
Customer-Defined Value• Value-Adding (VA) - any operation or activity  your external customers value, are (or would  be) w...
Eight Wastes (Muda)•   Overproduction • Motion (people)•   Inventory       • Transportation•   Waiting           (material...
Typical Current State Findings                   Unnecessary           Necessary NVA                      NVA             ...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
Future State Design• Goal: Eliminate all redundancies and  barriers to flow (the work should never  stop)  – Batches  – Re...
Future State Value Stream Map Outpatient                                                                                  ...
Outpatient Imaging Value Stream            Projected Future State Results                  Current     Projected          ...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
Future State Implementation Plan                                           Value Stream Outpatient Imaging                ...
Value Stream Mapping Process               Define           Product Family             Document            Current State  ...
Common Differences - Manufacturing vs. Office VSMs                                      Manufacturing                     ...
How can we help?           Karen Martin, President           7770 Regents Road #635             San Diego, CA 92122       ...
How can we help?• www.igrafx.com/lean• Custom Demonstration• Process Program Assessments        www.igrafx.com/contact    ...
Thanks!
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Value Stream Mapping:As Much Art Value Stream Mapping in Office and Service

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