More Related Content
Similar to EVSM for Office and Services
Similar to EVSM for Office and Services (20)
EVSM for Office and Services
- 1. Enterprise Value Stream Mapping For the
Office and Services
Presented by: Mike Boucher, V.P. Client Services, Lean Advisors, Inc.
Copyright ©2013 Lean Advisors Inc.
- 2. 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.
- 3. 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.
- 4. 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.
- 5. Principles Of Lean
Specify Value
1
Seek
5
Perfection
2
Lean
4
3
Map The Flow
Of Value
Make Value Flow
Pull From
The Customer
Copyright ©2013 Lean Advisors Inc.
- 6. Lean Transformation Model
Lean
Management
System
Lean Culture
Drives
Sustainability
STRATEGIC PLAN & LEAN FOUNDATIONS
(HOSHIN)
Identify Value
Streams
Identify Lean
Champions
Value Stream
Mapping
Transfer Lean
Knowledge
Structured
Change Plan
Cross Functional
Engagement
Kaizen
Recognize
& Reward
LEAN ENTERPRISE
Copyright ©2013 Lean Advisors Inc.
- 7. Structure of EVSM™
Enterprise Value Stream Mapping™ is a Lean tool
that provides a detailed understanding of the end-toend 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.
- 8. 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?
Kaizen
Kaizen
Request
Client
Administration & Office through to Producing the Request and Billing
Copyright ©2013 Lean Advisors Inc.
- 9. 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
Copyright ©2013 Lean Advisors Inc.
- 10. Structure of EVSM™
Current State
Understanding the
Current State
Future State
Designing a Future
State
Current State
Map
Develop
Implementation
Plan
Future State
Map
Implementation
Plan
Develop a plan to
achieve the future state
Identify “Product” Families
Set Strategic Plan – Select Critical VSs
Copyright ©2013 Lean Advisors Inc.
- 11. “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.
- 13. 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.
Copyright ©2013 Lean Advisors Inc.
- 14. 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.
- 15. Leadership Roles
Directors
Business Strategy for Selecting Value Streams
Executives
Strategy & Goal Deployment
Drivers
Lean Improvement Initiatives
Middle Managers
Plans & Projects
Value Stream Performance
Doers
Kaizen Projects
Process Owners
Project Leaders
SMEs, Staff
Problem Solving & Implementation
Process Performance
Copyright ©2013 Lean Advisors Inc.
- 16. What Impedes Success – No Time
Legend : Red – Not available Black – Possibly Available
January
May
September
February
June
October
March
July
November
April
August
December
Continuous Improvement???
Copyright ©2013 Lean Advisors Inc.
- 17. 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.
- 19. THANK YOU ALL FOR JOINING US TODAY!
Contact Us:
Lean Advisors, Inc.
Phone: 877.778.6413
Email: corp@leanadvisors.com
Website: www.leanadvisors.com
Copyright ©2013 Lean Advisors Inc.